Customer Care Coordinator

M/I Homes has been building new homes of outstanding quality and superior design for more than 40 years. Founded in 1976 by Irving and Melvin Schottenstein and guided by Irving’s drive to always “treat the customer right,” we have fulfilled the dreams of over 140,000 homeowners and grown to become one of the nation’s leading homebuilders. M/I Homes started as a family business and grew into a national leader in a single generation with divisions in 17 markets, including Austin, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Detroit, Houston, Indianapolis, Minneapolis/St. Paul, Nashville, Orlando, Raleigh, San Antonio, Sarasota, Tampa, and Fort Myers/Naples.

Job Summary:

Acts as a Lead for the Customer Care call center by conducting staff training, monitoring performance, and providing feedback, coaching for improved performance, and handling escalated calls. Performs standard Customer Care call center duties such as receiving incoming customer calls and scheduling appointments.

Duties and Responsibilities

• Trains call center staff on standard Customer Care processes, behaviors, and standards.
• Handles and resolves escalated customer queries, problems, and complaints.
• Monitors the performance of the call center staff against key performance standards.
• Provides recommendations for the continuous improvement of call center processes and service.
• Serves as the point of contact for call center leader regarding open requests, work orders, etc.
• Answers incoming Customer Care telephone lines: asks probing questions to gather facts; troubleshoots to resolve customer issues.
• Schedules service appointments with Technicians & customers; provides 1st response scheduling when possible.
• Tracks and monitors appointments as required.
• Prepares and processes warranty work orders and inspection requests.
• Provides general administrative support for department including routine processing of correspondence from rough or revised drafts, data entry, preparation of reports, filing, copying and maintenance of service files. May compile and verify information for reports.
• Provides all customers - homebuyers, company colleagues, and all outside business associates - with consistent and exceptional service.
• Answers all incoming warranty telephone lines; asks probing questions to gather facts; troubleshoots to resolve customer issues.
• Schedules service appointments with Technicians & customers; provides 1st response scheduling when possible.
• Tracks and monitors appointments as required.
• Prepares and processes warranty work orders and inspection requests.
• Provides general administrative support for department including routine processing of correspondence from rough or revised drafts, data entry, preparation of reports, filing, copying and maintenance of service files. May compile and verify information for reports.
• Performs additional assignments as requested by supervisor.

Minimum Education/Experience:

High school graduate with basic academic and practical skills gained through school curriculum combined with at least 3 years of related work experience and/or training; general knowledge of administrative and office functions. Good written and verbal communication skills for interaction with a variety of people inside and outside of the organization. Should possess a thorough knowledge of Microsoft Office suite.

Competencies:

• Customer Focus
• Approachability
• Listening
• Time Management
• Composure
• Conflict Management
• Perseverance
• Problem Solving

M/I Homes offers a comprehensive benefits package, including medical, dental, vision, paid time off and paid holidays, paid parental leave, traditional and Roth 401(k) options, profit sharing plan, employee stock purchase plan, employee home purchase plan and more.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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