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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).
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Christopher Alan Homes #CGC1534121, #CRC1333837
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