Customer Care Manager

Position Overview:

The Customer Care Manager (CCM) holds responsibility for all Warranty Service activities. The CCM will manage the warranty department to ensure customer satisfaction, quality, value, profitability, and timely completion of all customer service-related work. The CCM oversees all Service personnel and subcontractors to achieve these goals.

As a leader in this organization, it is imperative that the Customer Care Manager work diligently to foster a culture of continual improvement within your team, your department, and the company.

Company Overview:

We sell and build our homes with enthusiasm, energy for our jobs, and respect for our customers. As a company, we seek to add value; to our customers, by providing them with a superior product, an exceptional customer experience, and a favorable price. To our employees, by providing them with employment that encourages personal growth and pride and paid at favorable compensation. And to our communities, through charitable contributions, and community support.

Job Duties:

• Maintain positive communication channels to facilitate the unrestricted flow of information through the department and to other departments.
• Assist in the problem identification and problem-solving process within the department and with other departments.
• Manage all costs related to the department. Conduct the operations of warranty repairs within established budgets.
• Follow up on customer feedback to achieve the highest levels of customer satisfaction with completed repair. Arbitrate any buyer concerns and ensure any arbitration is in the best interest of the Company and the Customer.
• Staff, train, develop, manage, and evaluate Customer Care Department personnel.
• Manage all model home maintenance. Solicit and review monthly punch lists from Sales staff through the Customer Care Representatives.
• Ensure that warranty service items are completed in a quality, workmanship-like and timely manner.
• Establish a benchmark(s) to measure the performance of the customer service department.
• Develop and maintain a system that identifies reoccurring service items and come up with solutions to eliminate or minimize these items.
• Establish a program and develop resources to enable ‘first in and last out’ capability, ensuring customer satisfaction prior to releasing sub-contractors/vendors.
• Maintain a quick response time to customer requests and inquiries, ensure scheduling of appointments with homebuyers is completed within 24 hours receipt of Warranty Request, and that work is scheduled & completed within 7 days after the customer reports a valid problem.
• Improve customer experience as measured by referral rate and survey scores.
• Perform other duties that may be assigned from time to time by the Division President.
• Role Model and live the Company’s Values and Behaviors. Know the Company’s Vision, Mission, and Objectives and continually communicate and reinforce these to Team Members.
• Adhere to written Standard Operating Procedures for all aspects of this position. Develop and adhere to departmental operating guidelines and company’s employee manual.
• Maintain a constructive environment at work, encouraging Insightful and enthusiastic teamwork that generally creates positive attitudes and builds supportive morale.
• Participate in training when needed. This includes learning product knowledge, procedural proficiencies, and computer software.
• Foster, encourage, and reward a fun, positive, successful values-based culture!

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MINIMUM QUALIFICATIONS: Minimum eight years’ experience in customer service and or Construction industry.

EDUCATION: Minimum two years college, professional or vocational training in this field or exceptional direct experience

EEO/OSHA/ADA: Able to manipulate and use CRT/screens, keyboards, mouse/pointing devices, etc., associated with contemporary computers. Able to sit or stand for extended periods of time. Able and willing to travel as needed. Maintain a valid Driver’s License.