Customer Care Manager

4 days ago


Mountain View, California, United States VESTA Modular Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Manager to join our team at VESTA Modular. As a key member of our Site Operations department, you will be responsible for ensuring a smooth transition of projects to warranty at the close of escrow.

Key Responsibilities
  • Establish and maintain strong relationships with customers, acting as the main point of contact for all customer inquiries and concerns.
  • Be a brand ambassador, striving to have all customers be our best referrals.
  • Build positive relationships with neighbors and the community.
  • Assist with the closeout process, address and resolve customer concerns quickly and effectively, with a particular focus on warranty issues.
  • Escalate complex issues to the appropriate departments as necessary.
  • Manage day-to-day activities of trade partners who are resolving customer success issues.
  • Regularly gather customer feedback on their experiences with VESTA Modular products and services.
  • Use this information to drive continuous improvement across the company.
  • Maintain the VESTA Modular Warranty Policy and update periodically as needed.
  • Assemble the VESTA Modular Homeowner Manual for each home.
  • Conduct all homeowner orientations and closing walks to educate customers on the features and benefits of our homes.
  • Foster a positive and collaborative work culture among on and off-site teams and subcontractors.
Requirements
  • Growth mindset.
  • 3+ years' experience in construction and customer service or customer success roles or degree in Construction Management.
  • Demonstrates a commitment to Company Culture and Core Competencies.
  • Strong interpersonal skills; builds and maintains strong working relationships with customers, co-workers, trade partners and inspectors, excellent written and verbal communication skills.
  • Strong bias for action.
  • Familiarity with Lean construction principles is a significant plus.
  • Shows professional restraint and seeks to reduce stress, help others and find solutions to problems.
  • Self-motivated with excellent time management skills.
  • Ability to efficiently use computer systems including CAD, SmartSheets, Adobe Acrobat, Microsoft Office Suite - Excel, Word, Outlook, etc.; commitment to learning and becoming a proficient user of the company's information management system.
What We Offer
  • Opportunity to join an outstanding start-up team and grow a purpose-driven company from the ground up.
  • Competitive salary package.
  • Medical/dental/vision benefits.
  • Equity in the company.
  • $100,000 - $150,000 a year

VESTA Modular is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation to fill out an application, please do not hesitate to let us know.



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