Customer Care Consultant

About the role

Toll Brothers, a leading luxury home builder, is seeking a Customer Care Consultant to join its Reston, Virginia office. In this position you will provide Tier‑Two, second‑level support for homeowner service requests, helping to resolve issues through virtual sessions, documentation, or coordination with onsite teams.

Key responsibilities

• Provide second‑level support for inbound homeowner service requests, triaging and resolving issues using artifacts, virtual home‑care sessions, or coordination with onsite construction managers.
• Manage work orders, schedule homeowner and trade appointments, and issue purchase order payments for assigned service items.
• Maintain and improve customer‑satisfaction metrics for homeowners served through virtual home care.
• Maintain up‑to‑date knowledge of construction methods, state warranty specifications and Toll Brothers Limited Warranty guidelines.
• Generate reports, investigate problems and support continuous‑improvement initiatives for the regional Customer Care team.

Required profile

• Excellent verbal and written communication skills with a strong customer‑service orientation.
• Good working knowledge of homebuilding methods and construction terminology.
• Ability to work with urgency, assertiveness and a positive attitude when interacting with homeowners and internal teams.
• Strong time‑management, organizational and prioritization abilities across large coverage areas.
• Self‑directed, capable of planning and prioritizing service requests independently.

Required skills

• Technical savviness (ability to use digital tools for virtual home care sessions and documentation).