Toll Brothers · 1 day ago
Senior Customer Service Representative
Fort Washington, PA
Full-time
Hybrid
Mid, Senior Level
3+ years expToll Brothers is a leading luxury home builder in the U.S. seeking a motivated Senior Customer Service Representative for their Smart Home Technologies subsidiary in Fort Washington, Pennsylvania. The role involves supporting homeowners with security systems and smart-home automation, handling high-volume calls, resolving issues, and providing an exceptional customer experience.
ArchitectureConstructionConsultingReal Estate
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
Qualification
Required
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
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
Preferred
Alarm company experience (e.g. central station, alarm dispatch, alarm dealer support)
A smart-home enthusiast
Bilingual skills are a plus
Benefits
Comprehensive medical/dental
401(k) with a company match
Discounted stock purchase
Discounts on mortgages, homes, and much more
Company
Toll Brothers
Toll Brothers is a construction company that creates and sells construction homes.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$500M2025-06-05Post Ipo Debt· $500M
1986-07-18IPO
Leadership Team
Martin Connor
Chief Financial Officer, EVP
Recent News
The Philadelphia Inquirer
2026-01-09
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-09
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