Customer Care Manager

Minimum 5 years' experience in directing, coordinating, and supervising staff in Homebuilding Customer Care.

General knowledge of building codes and industry standard building practices.

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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