Customer Care Consultant

About Toll Brothers

Established in 1967, Toll Brothers is a renowned builder of luxury homes and communities across more than 60 U.S. markets. As a Fortune 500 company, we offer a broad spectrum of home options catering to first-time buyers, move-up purchasers, active adults, and second-home buyers. Our commitment to excellence is reflected in both our exceptional homes and the diverse, inclusive workplace culture we foster.

Position Overview

The Customer Care Consultant role, based in our Reston, Virginia division office, acts as Tier Two support addressing homeowner service requests. The position involves resolving issues via virtual interactions, documentation review, or coordination with onsite teams to ensure an outstanding homeowner experience. Responsibilities include managing work orders, scheduling appointments, processing purchase orders, supporting quality initiatives, and contributing to customer satisfaction metrics.

Key Responsibilities

• Deliver second-level assistance for incoming homeowner service inquiries within assigned regions.
• Evaluate and resolve requests using homeowner-submitted evidence and virtual home care sessions.
• Redirect complex issues to Construction Managers or Customer Care Representatives as needed.
• Oversee work order management, appointment scheduling for homeowners and tradespeople, and purchase order processing for designated service areas.
• Manage customer satisfaction related to virtual home care services actively.
• Maintain in-depth knowledge of construction techniques, state warranty requirements, and Toll Brothers’ Limited Warranty policies.
• Contribute to continuous improvement efforts via reporting, analyzing, and resolving team challenges regionally.
• Perform additional duties as assigned.

Candidate Profile

• Strong verbal and written communication skills with a focus on excellent customer service.
• Solid understanding of homebuilding processes.
• Capable of positive interpersonal interactions combined with urgency and assertiveness.
• Effective time management and organizational skills.
• Self-motivated with the ability to prioritize and plan service cases across wide coverage zones.
• Comfortable with technology and virtual service tools.

Qualifications

• Minimum: High school diploma or equivalent.
• At least 3 years of customer service experience.
• A minimum of 2 years in construction or maintenance roles.
• Preferred: College degree and prior experience in the hospitality sector.

Compensation and Benefits

This role offers an hourly wage ranging from $28 to $37.14. Our benefits package includes comprehensive medical and dental coverage, 401(k) with company matching, discounted stock purchases, mortgage and home purchasing discounts, among other perks.

Equal Employment Opportunity

Toll Brothers is dedicated to maintaining an equitable workplace, complying fully with all federal, state, and local anti-discrimination regulations. We prohibit unlawful discrimination and harassment on any protected ground including but not limited to sex, age, race, religion, disability, sexual orientation, gender identity, marital status, family responsibilities, military service, and other legally protected statuses.