Senior Customer Care Manager

5 days ago


Centennial, United States RogueSearch Full time

Sr. Customer Care Manager

Centennial, CO


Highlights:


  • BUILT TO HONOR PROGRAM RECOGNIZED AS 2020 HEARTHSTONE AWARD WINNER: winner for its leadership and commitment in support of our veterans and their families as they rebuild their lives.
  • 2020 Best Workplaces for Women™ by Fortune and Great Place to Work®.
  • 2021 Fortune 100 Best Companies to Work For® by Great Place to Work® and Fortune, ranking #75.
  • 50 Markets: Operations in approximately 50 major metro markets
  • Opportunity: Internal promotion is a key priority and job security is strong
  • Compensation: Strong compensation package with significant bonus that typically pays out well over target


Responsibilities:


Responsible for managing Customer Care Managers in responding to complex/large service requests and managing those requests according to standard processes. Manages risk and litigation issues stemming from warranty issues.

What you will do:

  • Manage escalated and large warranty issues for closed homes, including insurance/litigation.
  • Conduct in-person homeowner assessments on an as needed basis.
  • Determine if corrective work order is needed.
  • Lead root-cause analysis.
  • Manage trades to completion of service requests to customers’ satisfaction.
  • Perform minor service-related tasks (e.g., adjustments, repairs), as requested.
  • Establish and maintain positive customer relationships.
  • Determine trade accountability for back charges and P.O.’s.
  • Authorize payment for work performed up to approval limits.
  • Follow applicable legal protocol and process necessary workflow.
  • Partner with other Customer Care Managers to address escalated homeowner concerns.
  • Manage, contain, and continuously improve warranty spend.
  • Participate in Lean initiatives to improve overall efficiencies of the Division.
  • Communicate and facilitate training to FMs on product or process issues to eliminate long-term risk.
  • Assist PIM in identifying top warranty spend opportunities.
  • Assist in developing plan/process to reduce costs.


What you will need:

  • Minimum High School Diploma or equivalent
  • Bachelor’s Degree Preferred
  • Minimum of 5-7 years customer service, warranty, or construction experience or equivalent
  • Minimum of 2 years at Customer Service Manager II or equivalent
  • Strong customer orientation and ability to adapt/respond to different personality types
  • Strong emphasis on quality of service and follow-up
  • Excellent communication and listening skills
  • Analytical ability necessary to perform root cause analysis
  • Ability to manage warranty/customer service processes


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