[Hiring] Part-Time Customer Experience Coordinator @Toll Brothers, Inc.

Role Description

Toll Brothers, America's Luxury Home Builder, seeks a Part-Time Customer Experience Coordinator to support the Customer Experience Team. This position is 100% remote.

The Customer Experience Coordinator is a high-visibility role that requires direct interaction with customers every day. As a Customer Experience Coordinator, you play a central role in helping all Toll Brothers employees live our value of “Delight the Customer.”

Primary Responsibilities

• Conduct daily phone surveys with customers as part of the customer survey program.
• Document phone survey results clearly and accurately; ensure surveys are placed into correct categories.
• Follow up on outstanding surveys with both external and internal parties.
• Ensure that customer issues are properly escalated to Customer Experience (National) and Division managers.
• Conduct ad-hoc phone surveys with customers to evaluate specific customer experience questions, programs, or initiatives.
• Maintain an impartial perspective to ensure that customers feel heard and that Toll Brothers team members receive accurate feedback.
• Provide ideas to improve customer experience, customer surveys, and Toll Brothers.
• Check customer survey email box regularly during the day and respond to customer emails in a timely way.

Qualifications

• Empathetic listener.
• Able to resolve conflicts and de-escalate situations.
• Responsive and detail oriented.
• Attention to detail and organizational skills.
• Verbal and written communication skills.
• Proficient in Salesforce CRM (e.g., logging activities, running queries, creating tasks).

Requirements

• Work hours each day are flexible and typically non-contiguous, extending outside of normal business hours to best align with the hours that customers are available (i.e., evenings, weekends, etc.).
• Work location is from home due to the nature of the hours and the need to work “in spurts” at different times of the day.

Benefits

• Comprehensive medical/dental.
• 401(k) with a company match.
• Discounted stock purchase.
• Discounts on mortgages, homes, appliances, and much more!