Client Support Coordinator

Title: Client Support Coordinator                                                                      Posting Date: 12/10/21

Department: Client Support                                                                              Salary Grade: Exempt

Reports to: Director of Client Support                                                              Direct Reports: None

 

Introduction:

Thomsen Homes is one of the largest single-family home builders in the state, locally owned and operating in the Fargo and Grand Forks Metro areas. We are currently seeking a Client Support Coordinator to join our team in Fargo, ND. To be a part of this great team, an individual needs to value the same core values we do which include integrity, driven, innovation, loyalty, and family. A high-quality candidate for this position will be resourceful, proactive, strive for continuous improvement, a team player, and will possess the ability to thrive in a fast-paced, dynamic work environment

Duties and Responsibilities:

• Client Onboarding
  • Engage in Closing Day hand-off of Clients from Sales to Client Support
  • Onboard Clients into the Company’s warranty management system
  • Educate & Inform Clients on the Company’s warranty standards & procedures

 

• Claims Management
  • Receive warranty claims from Clients
  • Evaluate claims from Clients and make determinations regarding warranty coverage
  • Manage claims from inception through completion
  • Assign work orders to vendors and Client Support Technicians to complete claims
  • Manage work orders to ensure they are completed in a timely manner
  • Administer all communications with Clients and Vendors for assigned claims
  • Hold Vendors accountable to warranty standards and obligations
  • Ensure all Claims, Work Orders, and Client Communications are recorded in Company’s warranty management system and executed in compliance with standard operating procedures

 

• General Client Support
  • Provide general support to Clients, including answering questions and providing maintenance information
  • Ensure responses to Client inquiries and requests is done promptly, less than 8 business hours from time communication is received from Client
  • Conduct walk throughs and inspections at Clients’ homes, including punch lists, observations, inspections, trouble shooting, and 11-month walk throughs

 

• Accounts Payable
  • Review and approve (or reject) invoices received for warranty repairs
  • Administer back charges, as applicable, to Vendors where the Company incurs expenses for Vendor warranty obligations

 

• Other
  • Create data exports and conduct reporting as assigned
  • Lead process improvements
  • Provide honest and open feedback

 

 

Qualifications and Skills:

• Basic knowledge regarding home construction, repair, and maintenance
• Experience in a Customer Service role
• Strong negotiation, conflict management, communication skills
• Advanced Microsoft Office skills
• Excellent problem-solving skills
• Ability to consistently meet goals and deadlines
• Acute attention to detail
• High quality standards
• Excellent verbal communication and interpersonal skills
• Desire to work with a growing company

 

Hours:

• 8:00am – 5:00pm
• Monday – Friday
• 40 hours (+/- depending on season)

 

Benefits

• Competitive salary
• 401(k) retirement plan with company match
• Health, dental, and vision insurance plans
• PTO and paid holidays

Applications

• Please send your cover letter and resume to Stephen Halonen at stephen@thomsencompanies.com