Assistant Customer Care Coordinator at Trumark Companies – Clovis, California

Assistant Customer Care Coordinator

Who We Are:

Our mission is to enhance the lives of people by creating inspiring living environments – enhance and inspire. For over 35 years, Trumark has been a leading real estate development company with divisions in Colorado, Northern, Central, and Southern California. We strive to set ourselves apart from other builders by looking ahead. We make sure that the products we are providing are the best for our homebuyers, that they fit into life today and in the future, and that the surroundings are inviting and purposeful.

Overview:

The Assistant Customer Care Coordinator by its nature is broad in scope and subject to modification from time to time. The following description is not meant to be restrictive, but to generally outline duties and responsibilities. Other duties may be assigned by the Customer Care Manager.

Responsibilities:

Phone calls/Voicemail

• Answering phone calls proficiently, with courtesy, competence, and an expressed desire to assist and follow through to resolution. Forward/email messages as necessary to appropriate staff, notate action taken Newstar.
• Forward any calls from the Contractor State License Board, homeowner threats of legal action, or calls from an attorney to the Customer Care Manager. Document in Newstar.
• Return all phone calls within 24 hours, even if only to acknowledge homeowner calls.
• Listen to voicemails, consult/gather applicable data to provide informed reply. Or, forward voicemail to appropriate party as necessary. Document action in Newstar.

Emails and Zendesk Ticketing System

• Oversee homeowner email and Zendesk messages. Consult with Customer Care Coordinator, CC representatives as appropriate to provide informed responses. Forward Zendesk tickets to appropriate CC Representatives.
• Forward any communication from the Contractor State License Board, homeowner threats of legal action, or calls from an attorney to the Customer Care Manager.
• Acknowledge communications received within 24 hrs.

Calendar Appointments

• Set appointments on CC Rep calendar as needed. These include WT, FSO, 4-Week, stop-by, water leak, construction, year-end, and others as required. Send reminder emails to CC Reps, and homeowners.

Homeowner Education

• Attend in-house training about residential home building, systems performance, building science, troubleshooting and homeowner maintenance.
• Inform homeowners on the difference between builder warranty and homeowner maintenance. Guide homeowners to a better understanding about the how, what and why their home performs in the ways that it does.

Newstar Software

• Fulfill duties of a primary Newstar user. Achieve proficiency with W.O. including homeowner information, notes, schedules, and supplier. Assess homeowner service requests for compliance with Limited Warranty guidelines and generate Work Orders accordingly. Work with trades to verify service work is pursued and completed according to W.O. Guidelines.
• Support generating Work Orders generated by CS Reps from their homeowner appointments.
• In Customer Care Coordinator’s absence, generate Purchase Orders for review by Customer Care Manager and signature by the Vice President.
• Purchase Orders. In Customer Care Coordinator’s absence, generate Purchase Orders for review by Customer Care Manager and signature by the Vice President. E-mail to trades before the 20th of every month

Quality Assurance I.R. Camera, Drone Work

• Track progress and status of QA work on year-end matrix.

Eliant Survey Work

• Review Move-in, Mid-year, and Year-end surveys. Assist the C.C. Coordinator in encouraging non-responding homeowners to submit surveys.

Weekly Staff Meeting Agendas

• Work with C.C. Coordinator to prepare and update agendas for the Valley, SLO and Marina staff meetings.

Walk-through Lists

• In Customer Care Coordinator’s absence email to the distribution list the department’s daily Walk-Through List.

Homeowner Manual

• Assist the C.C. Coordinator updating manuals as the need may arise

Qualifications:

• Excellent organization and project follow through.
• Experience with MS365 or related technical experience.

Education:

• Associate degree (A.A.) from two-year College or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.
• Pay range: $25.00-$27.00 hourly.

Why Work for Trumark?

• Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.
• We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water.
• Exceptional Medical Benefits (100% Employee + 60% Dependent).
• Monthly wellness stipend.
• Milestone Appreciation Program
• 401k with company matching, we are helping you plan for future retirement.
• Hybrid work flexibility.

EEO Statement:

At Trumark Homes, we are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in employment decisions, including recruiting, hiring, compensation, promotion, benefits, disciplines, termination, job assignments, or training.

Statement to Outside Staffing Agencies:

Trumark Companies ("Trumark") does not accept unsolicited resumes from recruiters, agencies, or any source other than directly from the candidate. Trumark will NOT pay any fees for placements resulting from unsolicited submissions. Trumark’s recruiting department handles all recruiting/hiring processes – please do NOT contact other Trumark employees (including the hiring manager) directly to present candidates or to engage them for recruiting/staffing services. Only Trumark’s recruiting department is authorized to engage in recruiting and staffing services; any unsolicited submissions or engagements by recruiters, agencies, or any other source will be deemed to have been made free of any charges, fees, or obligations.