Customer Care Manager

2 weeks ago


Seattle, Washington, United States Thomas James Homes Full time
{"title": "Customer Care Manager", "content": "Role Overview

At Thomas James Homes, we are seeking a highly organized and solutions-oriented Customer Care Manager to join our Pacific Northwest team in Seattle, WA. As a key member of our customer care team, you will be responsible for ensuring that our homeowners receive exceptional service and support throughout the warranty period.

Key Responsibilities
  • Drive to homesites to communicate with homeowners and schedule warranty repair work.
  • Conduct buyer orientations and closing walks with buyers to ensure a smooth transition.
  • Arbitrate buyer concerns and make decisions in the best interest of the company and the customer.
  • Educate homeowners on maintenance vs warranty claims to prevent unnecessary service requests.
  • Issue service orders to subcontractors for warranty claims and manage all costs related to individual jobs.
  • Review and approve change orders within the authorized process.
  • Communicate with homeowners weekly on all items related to customer care.
  • Manage, maintain, and ensure timely completion of all subcontractor and vendor service work orders.
  • Ensure that warranty service items are completed in a quality, workmanship-like, and timely manner.
  • Maintain a quick response time to customer requests and inquiries.
Requirements
  • High School Diploma or GED or equivalent combination of education and experience.
  • 3-5 years of experience in residential construction/home building.
What We Offer
  • PTO + Paid Holidays
  • WFH Flexibility
  • 401(k) matching - 100% vested
  • Supplemental Life & AD&D
  • Employee Discounts & Perks
  • Medical, Vision, and Dental insurance
  • FSA & HSA Spending Accounts
  • Referral program
  • Employee paid Pet Insurance
  • Employee Assistance Program
  • Wellness Programs
  • Tranquility Rooms at each location
  • Technology allowance and unlimited pantry snacks
", "lang_code": "en-US"}

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