Customer Care Manager
Qualifications
Minimum 5 years' experience in directing, coordinating, and supervising staff in Homebuilding Customer Care.
General knowledge of building codes and industry standard building practices.
Description
Primary Duties and Responsibilities
- Maintain positive homeowner relationships by providing homeowner with knowledgeable, timely and professional response to telephone inquiries and resolve difficult customer care issues including in person visits and assessment.
- Coordinate the daily monitoring, assignment, and completion of all service tickets, including coordination with applicable vendors.
- Use judgement to inform leadership team of potential escalated homeowner issues.
- Maintain and publish departmental and division warranty data reports to Division Management.
- Maintain warranty manuals, new homeowner orientation packages, policies and procedure manuals and homeowner handbooks.
- Mentor Customer Care team by providing leadership, ongoing development, and exposure to opportunities while establishing goals and coaching performance to meet department and company objectives.
- Responsible for the hiring, training, supervision, and motivation of Customer Care Representatives.
- Responsible for review and agreement of full completion of warranty service requests.
- Monitors trends in warranty service requests. Shares trends and best opportunities with department peers to prevent future issues.
Education and Experience Requirements
- Excellent verbal and written communication skills – conflict resolution skills critical.
- Excellent interpersonal skills – ability to connect with homeowners.
- General knowledge of building codes and industry standard building practices.
- Minimum High School or GED required. College Degree preferred.
- Minimum 5-years’ experience in directing, coordinating, and supervising staff in Homebuilding Customer Care.
- Valid driver’s license, safe driving record and valid auto insurance coverage required.
- Intermediate to advanced PC skills (Microsoft Word and Excel).
