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SHZM - Community Experience Manager

4 months ago

Denver, Colorado, United States Clayton Homes Full time
What will you do in this role? As a Community Experience Field Manager your main purpose to oversee larger scale warranty projects, resolve customer conflicts, mentor, and educate the Shazam customer service team members.

You Have:
  • Ability to advise and update staff and upper management when dealing with complex issues.
  • Ability to engage with team members and trade partners in a professional manner.
  • Excellent time management skills, initiative-taker
  • Ability to advocate on behalf of customers in a professional manner, working with various construction, warranty, purchasing team members as needed to resolve customer concerns prior to, as well as post-closing.
  • Strong interpersonal and leadership skills - ability to mentor, teach, develop, and supervise employees.
    • Ability to hire, evaluate performance and implement policies and procedures for team growth.
    • Ability to advise and update staff and upper management when dealing with complex issues.
    • Ability to engage with team members and trade partners in a professional manner.
  • Strong construction management skills - ability to manage a team with a large geographical footprint.
    • Skillful at interpreting and explaining:
      • Architectural, structural, plumbing, and electrical diagrams, plans and specifications.
      • Technical codes and ordinances.
      • Root cause of warranty issues and assigning applicable cost codes.
      • Utilizing common warranty, CSM and/or construction management applications (Field point, Hyphen, Salesforce, etc.) to manage workflow, costs, run and interpret basic reports.
    • Ability to:
      • Analyze product performance, identify systemic issues, and develop a scope of work if applicable to resolve.
      • Evaluate warranty issues to determine warrantability, construction or remediation needs.
      • Clearly demonstrate quality standards and specifications both technical and construction related onsite for employee training, warranty triage, inspections, or homeowner educational purposes.
    • Proficient in:
      • Cost management, recommending cost saving initiatives, coordinating, setting, and meeting department budgets.
      • Work order management, trade accountability.
      • Time management - ability to multi-task, strategize and oversee several projects. Delegate projects as needed while still overseeing through to resolution.
      • Performing basic home warranty /handy man repairs such as, but not limited to.
        • Drywall, paint, trim carpentry, minor plumbing, minor maintenance.
  • Effective communication skills -
    • Skillful at mediating and resolving disputes with homeowners and/or trade partners.
    • Ability to.
      • Develop and present training materials.
      • Develop written reports when necessary to support company determinations on warranty claims.
Develop professional relationships with trade partners, inspectors, local ordinance representatives and homeowners.
  • Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualities and / or quantitative productivity standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal state local standards.
  • Know and understand the Core Values: World Class Hospitality, Engaged Ownership, Be "Ideal"istic "Team Player" , Every little Thing Counts "Integrity" Hungry Humble Smart adhere to all company policies and procedures
  • Must be willing to participate Rotational Emergency on call Schedule that include some nights and weekend included: requirements, must be available to a rotating emergency on call schedule to support divisions teams and customers base needs.
  • Other duties as assigned.
    You Have:
  • High school diploma or GED required.
    • Minimum 4+ years' construction superintendent or warranty professional, home maintenance management or supervisory experience with a mid to large scale home builder, general contractor, remodeling, warranty, or remediation company. Experience in residential home building within Construction, and New Home Warranty services a plus o Trade industry or independent professionals with experience working with residential warranty (plumbing, HVAC, etc.) will be considered.
    • Advanced knowledge of basic home construction practices, i.e., OSHA regulations, front end & back-end construction phases, structural and foundation repair protocols. o Warranty administration experience and/or OSHA safety training is a plus.
  • Benefits & Perks
  • Comprehensive benefits package includes Medical, Dental, Vision, FSA accounts, 401K, Life Insurance, Short Term Disability, Long Term Disability, and EAP
  • Time Off benefits include Vacation, Sick, Holiday, Bereavement, Jury Duty, FMLA, refresh, floating holidays, and parental leave.
  • Home purchase discount
  • Tuition Reimbursement
  • Wellness program
  • All benefits are subject to qualification and hire dates.

    Compensation

    Starting Base Range: $63,500+ Annually

    FLSA Status: Exempt

    Bonus Type: KPI Performance Based potential up to 15%

    "Recruitment Agencies: Although we value the services you provide, at this time we are not leveraging external.
Business Unit -
Oakwood Homes