Regional Construction Customer Care Director

Join an award-winning company!

Who are we?

Since 1967, Toll Brothers has been building luxury homes and communities in the best locations in the U.S. Today, we’re a Fortune 500 company operating in over 50 markets across more than 20 states. We’re the country’s premier luxury builder with the widest range of products in the industry, including traditional single-family homes, active adult, hi-rise condos, apartment rentals, urban redevelopment, and student housing.

From the homes we build to the talent we recruit, we know that to be the best, we have to work with the best. Toll Brothers is a place where diverse perspectives and experiences are welcomed and where employees of all backgrounds are treated with fairness, dignity and respect. We believe every employee should feel safe to be their true and authentic self at work. Our employees are our family, and we strive to uphold the values that our founders instilled in us, creating an exceptional place to work that is inclusive to all.

Toll Brothers , America's Luxury Home Builder, seeks a Regional Construction Customer Care Director to deliver quality warranty service to homeowners in Raleigh, North Carolina. 

What is the opportunity?

This position is on-site 5 days per week.

The Regional Customer Care Director leads the Customer Care function within their market to deliver responsive, high-quality homeowner support in accordance with our brand standards. Reporting into the division’s VP/Director of Production, this role ensures efficient resource allocation, adherence to warranty guidelines, and service excellence across all virtual and in person channels. The Director drives continuous improvement by analyzing KPIs, customer surveys, and service data to enhance homeowner satisfaction and construction quality. Key responsibilities include reporting on team performance, onboarding and training staff, championing new tools and processes, and fostering a culture of service excellence aligned with Toll Brothers’ values.

What are the primary responsibilities?

Strategy and Process Management:

• Manage a team of Customer Care Coordinators and Consultants for their regional coverage
• Manage the Customer Care Manager within their division to ensure that Customer Care Representatives reporting to the manager are delivering the best-in-class Customer Care experience
• Maintain high responsiveness, resolution speed, and quality standards across all service channels
• Provide effective resource allocation of team members based on skill and workload priorities to ensure optimal coverage and productivity
• Maintain comprehensive knowledge of state construction and warranty specifications for coverage area(s) and Toll Brothers’ Limited Warranty guidelines

Reporting and Continuous Improvement:

• Prepare and deliver weekly, monthly, quarterly, and annual reports on team ticket response and resolution performance for their home division and regional coverage
• Analyze KPIs such as service request volume, resolution time, customer satisfaction, issue recurrence, and provide action plans to improve metrics that do not meet company goals
• Review of homeowner satisfaction surveys and Net Promoter Scores (NPS) to assess service performance
• Use service ticket data to drive root cause analysis and surface areas of opportunity to improve construction or service quality

Leadership and Communication:

• Lead functional and cross-divisional meetings to ensure alignment of customer care goals
• Champion new tools and technologies that support virtual service efficiency and effectiveness
• Mentor, coach, and provide ongoing feedback about performance gaps and continuous training needed to maintain a high performing team. Hold team accountable for expectations and act on performance opportunities.
• Hire and onboard roles within Customer Care and support staff aligned with service expectations and company values
• Responsible of supervisory role for 7+ reports

All other duties as assigned.

This is an excellent opportunity to join one of the nation's most respected Fortune 500 companies!

Does this describe you?

• Excellent customer service, verbal and written communication skills
• Good working knowledge of homebuilding methods
• Ability to interact positively with others while having a sense of urgency and assertiveness
• Ability to exercise good time management and organizational skills
• Self-directed in the ability to plan, and prioritize service requests for large coverage areas
• Manage high-performing teams
• Ability to solve problems and make informed decisions based on departmental strategy

Do you have these ?

• Essential:
  • High school diploma or equivalent
  • 7+ years of experience in managing, coaching, or mentoring others
  • 7+ years customer service
  • 7+ years of construction/warranty experience
• Preferred:
  • College degree
  • Experience working in the hospitality industry or call service center

We offer an excellent compensation and benefits package that includes comprehensive medical/dental, 401(k) with a company match, discounted stock purchase, discounts on mortgages, homes, and much more!

Come see why Toll Brothers has been attracting and retaining some of the best professionals in the industry!

APPLY ONLINE TODAY!

Toll Brothers is committed to ensuring equal employment opportunity. All employment decisions, policies, and practices are in accordance with applicable federal, state, and local anti-discrimination laws. Toll Brothers will not engage in or tolerate unlawful discrimination (including any form of unlawful harassment) on account of a person's sex (including pregnancy), age, race, color, religion, national origin, ancestry, citizenship, physical or mental disability, sexual orientation, gender nonconformity, status as a transgender individual, gender identity, genetic information, marital status, family responsibility, armed services, or any other status protected by law.

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