Customer Experience Manager

4 weeks ago


Ashburn, Virginia, United States Van Metre Companies Full time

At Van Metre Companies, we strive to deliver exceptional customer experiences in the new home warranty program. We are seeking a skilled Assistant Warranty Manager within the New Homes Division to assist the Warranty Manager in ensuring timely and effective responses to homeowner inquiries.

The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a positive attitude. The role involves serving as a point of contact for homeowner communications, providing detailed documentation of warranty items, efforts, and resolutions, and utilizing mobile devices and software to track and document team activities.

We offer a competitive salary range of $62,000-68,000 annually, commensurate with experience, education, training, and skills. Our comprehensive benefits package includes paid time off, retirement planning, wellness programs, and work/life balance initiatives.

In this role, you will have the opportunity to grow professionally within the homebuilding industry, develop skills needed to evaluate warranty item concerns, and serve as a Van Metre presence within communities during business hours.

Responsibilities:

  • Assist the Warranty Manager with ensuring that all warranty-related needs of assigned communities are met.
  • Serve as a Van Metre presence within communities during business hours.
  • Assist the Warranty Manager with meeting departmental Key Performance Indicators (KPIs), including ticket cycle time, customer satisfaction/survey performance, and budget/Purchase Orders.
  • Serve as a point of contact for homeowner communications, ensuring timely and effective responses.
  • Develop skills needed to evaluate warranty item concerns and successfully identify their root cause and determine if warranty coverage applies.


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