Customer Care Manager - New Home Warranty bei Tim Lewis Communities

Description

Manage quality control and warranty department to ensure company’s quality standards are met and customer satisfaction is being met or exceeded. Role provides overall management and leadership to the customer care team. 

1. Manage overall warranty process of individual homeowners to ensure quality work of trades; that work is completed according to schedule and exceeds customer’s satisfaction. Responsible for ensuring homes are ready for move in and homeowners receive prompt response and resolution of their warranty repairs.
2. Proactive in limiting warranty items being performed, by meeting with trades and vendors to keep progress in line with company requirements and targeting zero walk through items for repair.
3. Train, develop and manage all employees in warranty department in construction knowledge. Oversee and manage Customer Care department employees with responsibility for daily activities and tasks, questions, and providing professional development of department employees. Interview, hire, discipline, and assist in termination of construction staff as necessary
4. Proactively drive-up customer satisfaction results using Eliant surveys to monitor customer satisfaction for Care Representatives and the company as a whole. Specifically, meet Company targets for Move-In, Mid-Year and End of year Eliant Customer Satisfactory Surveys.
5. Manage and oversee closed homes with outstanding walk items. Work closely with Construction Managers to expedite completion of outstanding items. Manage and oversee homeowner emergency requests. 
6. Manage and update company Quality Program. 
7. Manage escalated claims from homeowners, to include water intrusion claims; SB 800 claims, and work directly with homeowners to mitigate risk of lawsuits.
8. Prepare and submit departmental budgets and reports. Approve purchase orders. 

Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Salary Range: $115 -$130,000 annually based on experience 

Requirements

Minimum Education and/or Experience:

Bachelor’s degree plus 5 years related experience, with a minimum of 3 years managing a team.

Homebuilding experience required.  

Supervisory Responsibilities:

This position will manage the Customer Care department staff including but not limited to the Customer Care Field Manager, Customer Care Representatives, and Customer Care Coordinators.      

Supervisory responsibilities will be carried out in accordance with the Company's policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications (Knowledge, Skills and/or Abilities):

Productivity: Meets productivity standards; strives to increase productivity without sacrificing quality and safety.

Problem Solving: Identifies and resolves problems in a timely manner; develops alternative solutions.

Quality: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; meets commitments

Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification

Teamwork: Exhibits objectivity and openness to others’ views; gives and welcomes feedback; supports others’ efforts to succeed.

Ethics: Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.

Diversity: Promotes a harassment-free environment; shows respect and sensitivity for cultural differences.

Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration.

Safety: Observes safety procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Analytical: Synthesizes complex or diverse information; collects and researches data; designs work flows and procedures

Design: Generates creative solutions; translates concepts and information into images; demonstrates attention to detail

Project Management: Coordinates projects; communicates changes and progress; completes projects on time and budget.  

Technical Skills: Strives to continuously build knowledge and skills; shares expertise with others.

Presentation Skills: Demonstrates group presentation skills; participates in meetings; effective negotiation skills

Written Communication: Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively.

Cost Consciousness: Uses the Company’s funds and resources appropriately; recommends cost-saving processes.

Business Acumen: Understands business implications of decisions; demonstrates knowledge of market and competition.

Strategic Thinking: Develops strategies to achieve organizational goals; analyzes market and competition.

Judgment: Makes timely decisions, exhibits sound and accurate judgment.

Motivation: Demonstrates persistence and overcomes obstacles; measures self against standard of excellence.

Planning/Organizing: Manages time and prioritizes work to meet deadlines; able to multi-task with numerous interruptions.

Innovation: Displays original thinking and creativity; meets challenges with resourcefulness; develops innovative ideas.

Managing People: Inclusion of Staff: Includes staff in planning, decision-making, facilitating and process implementation; Makes self available to 

    staff; provides regular performance feedback; develops subordinates skills and encourages growth; continually works to improve supervisory skills.  

Delegation: Delegates work assignments; matches the responsibility to the person; sets expectations and monitors delegated

   activities; gives authority to work independently; provides recognition for results

Visionary Leadership: Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences

     actions and opinions of others; accepts feedback from others; displays passion and optimism; inspires respect and trust.

Change Management: Communicates changes effectively; prepares and supports those affected by change.

Mathematical Skills:

Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Able to compute rate, ratio, and percent. Able to interpret bar graphs and pie charts. 

Language Skills:

Read/Analyze/Interpret: Able to read, analyze, and interpret complex instructions, correspondence, policies, procedures, technical journals, financial reports, and legal documents.   

Write: Able to write complex reports, correspondence, and procedure manuals.   

Speak: Able to effectively present information and respond to questions in one-on-one, small and large group situations of customers, clients and employees of the organization, as well as top management and the general public, if required.

Computer Skills:

Microsoft Suite: Basic Skills.  

Other – Buildpro/Hyphen Solutions 

Certificates, Licenses, Registrations:

 Valid Driver’s License Required.

Physical Demands:

Seldom stoop, kneel.

Occasionally stand, walk, reach with hands and arms, and lift up to 20#.

Frequently sit, use hands, talk, or hear.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

Work Environment:

The work environment is that of a normal office with moderate noise. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.