Senior Customer Service Representative
Toll Brothers, Fort Washington, Pennsylvania, United States, 19034
Join An Award-Winning Company!
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 60 markets. We're the country's premier luxury builder with the widest range of product offerings and price points in the industry, serving first-time, move-up, active-adult, and second-home buyers. 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 Smart Home Technologies, a subsidiary of Toll Brothers, the nation's leading builder of luxury homes, seeks a motivated Senior Customer Service Representative for our office in Fort Washington, Pennsylvania. This position is hybrid with 3 days required on-site per week. Join a high-performing customer experience team supporting homeowners with security systems, 24/7 monitoring services, and smart-home automation. You'll handle high-volume inbound calls, resolve escalated issues quickly and accurately, and keep cool under pressure
delivering the kind of experience the Toll Brothers brand is known for. What are the primary responsibilities? Answer in-bound calls about alarm systems, monitoring services, smart-home apps and devices while providing clear guidance and basic trouble shooting Resolve billing questions and retention issues professionally and compliantly Practice calm, effective de-escalation; with ability to reset between calls Create precise case notes and update customer records in ERP systems; follow documented procedures and QA standards Upselling services, renewing contracts, negotiating terms Ability to manage various customer in-boxes, ensuring all inquiries are responded to in a timely manner. This is an excellent opportunity to join one of the nation's most respected Fortune 500 companies! Qualifications
Does this describe you? Proven composure under pressure with strong de-escalation skills; you maintain professionalism while demonstrating empathy with a sense of urgency Demonstrated technical aptitude; able to learn new software and toggle between systems while speaking with customers Detailed accuracy with ability to think critically, provide clear written documentation, strong verbal communication Willingness to take on additional tasks and make recommendations to ensure the operational effectiveness of the division You enjoy helping people, are patient and able to maintain a positive attitude without losing focus Do you have these qualifications? Essential: 3+ years experience in a high call-volume call center (customer care, technical support or retention) Proficiency in Microsoft Word, intermediate skills in Microsoft Excel Preferred: Alarm company experience (e.g. central station, alarm dispatch, alarm dealer support) A smart-home enthusiast Bilingual skills are a plus 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!
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 60 markets. We're the country's premier luxury builder with the widest range of product offerings and price points in the industry, serving first-time, move-up, active-adult, and second-home buyers. 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 Smart Home Technologies, a subsidiary of Toll Brothers, the nation's leading builder of luxury homes, seeks a motivated Senior Customer Service Representative for our office in Fort Washington, Pennsylvania. This position is hybrid with 3 days required on-site per week. Join a high-performing customer experience team supporting homeowners with security systems, 24/7 monitoring services, and smart-home automation. You'll handle high-volume inbound calls, resolve escalated issues quickly and accurately, and keep cool under pressure
delivering the kind of experience the Toll Brothers brand is known for. What are the primary responsibilities? Answer in-bound calls about alarm systems, monitoring services, smart-home apps and devices while providing clear guidance and basic trouble shooting Resolve billing questions and retention issues professionally and compliantly Practice calm, effective de-escalation; with ability to reset between calls Create precise case notes and update customer records in ERP systems; follow documented procedures and QA standards Upselling services, renewing contracts, negotiating terms Ability to manage various customer in-boxes, ensuring all inquiries are responded to in a timely manner. This is an excellent opportunity to join one of the nation's most respected Fortune 500 companies! Qualifications
Does this describe you? Proven composure under pressure with strong de-escalation skills; you maintain professionalism while demonstrating empathy with a sense of urgency Demonstrated technical aptitude; able to learn new software and toggle between systems while speaking with customers Detailed accuracy with ability to think critically, provide clear written documentation, strong verbal communication Willingness to take on additional tasks and make recommendations to ensure the operational effectiveness of the division You enjoy helping people, are patient and able to maintain a positive attitude without losing focus Do you have these qualifications? Essential: 3+ years experience in a high call-volume call center (customer care, technical support or retention) Proficiency in Microsoft Word, intermediate skills in Microsoft Excel Preferred: Alarm company experience (e.g. central station, alarm dispatch, alarm dealer support) A smart-home enthusiast Bilingual skills are a plus 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!