Customer Care Consultant – Tier Two Support

About the role

Toll Brothers, a leading luxury home builder, is looking for a Customer Care Consultant to provide Tier‑Two support for homeowner service requests. Based in the Fort Washington corporate office, you will resolve issues through virtual sessions, documentation, and coordination with onsite teams to enhance the homeowner experience.

Key responsibilities

• Provide second‑level support for inbound homeowner service items within your coverage area.
• Manage, triage, and resolve requests using homeowner‑submitted artifacts or virtual home‑care sessions.
• Escalate complex issues to Construction Managers or Customer Care Representatives as needed.
• Create and manage work orders, schedule homeowner/trade appointments, and issue purchase order payments.
• Maintain customer‑satisfaction metrics for virtual home‑care interactions.
• Stay current on construction methods, state warranty specifications, and Toll Brothers Limited Warranty guidelines.
• Identify and support continuous‑improvement initiatives through reporting and problem‑solving.
• Perform other duties as assigned.

Required profile

• Excellent customer service with strong verbal and written communication skills.
• Good working knowledge of home‑building methods.
• Ability to interact positively, demonstrate urgency, and be assertive.
• Strong time‑management and organizational abilities.
• Self‑directed, capable of planning and prioritizing service requests across large coverage areas.

Required skills