Home Care Manager
4 weeks ago
The general function of a Lokal Homes Home Care Manager is to quickly respond to and evaluate homeowner warranty requests for their designated residential community. You will set expectations fand provide education for the homebuyer on the warranty process, adhere to warranty guidelines and encourage participation in buyer surveys.
The Home Care Manager is responsible for delivering an unrivaled customer experience to every Lokal Homes buyer.
What You Will Do Each Day In This Role:
Process written or electronic work orders and/or verbal instructions from supervisor for homeowner repairs
Perform necessary repairs to homes such as carpentry work, drywall, texture repair and painting
Schedule and manage subcontractors to make designated warranty repairs
Ensure all repairs are completed within compliance standards
Certify warranty work is completed within contractor obligations
Develop and maintain good rapport with subcontractors and homeowners
Follow up with homeowners to ensure concerns are addressed in a timely and professional manner
Process charge-back documentation and invoices
Required Core Competencies:
Customer Orientation:
You will stay close to customers. You will view the organization through the eyes of the customer and go out of your way to anticipate and meet customer needs.
High Standards:
You will establish and model standards that guarantee exceptional quality and necessary attention to detail. You will continually seek to improve processes and products and hold vendors accountable for quality. You will find best practices, share them, and then improve upon them.
Organizing & Planning:
You will have strong organizing and planning skills that allow you to be highly productive and efficient. You will manage your time wisely and effectively prioritize multiple, competing tasks. You will plan, organize, and actively manage meeting for maximum productivity.
Problem Solving & Decision Making:
You must be able to identify problems, solve them, act decisively, and show good judgment. You will involve others as appropriate and gather information from a variety of sources. You will readily commit to action and make decisions that reflect sound judgment.
Team Player:
You must be team oriented. You will share resources, respond to requests from other parts of the organization, and support larger legitimate organizational agendas as equal to local or personal goals.
Critical Performance Measurement Areas:
Customer Satisfaction –
You will be assessed by our buyers through a 3 rd
party survey on Quality, Meeting Expectations and Communication
Timely Response To Submitted Warranty Tickets –
Responding quickly and professionally to resolve customer matters is critical for success
Required Experience:
Minimum 5 years of construction related experience with a builder or skilled trade partner
Demonstrated successful track record of managing customer faceting items
Computer literacy to navigate the company’s automated scheduling and communication tools
Valid driver license to commute between Lokal subdivisions and main office
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