Home Warranty Experience Leader

7 days ago

Hayward, California, United States Veev Full time
Unlock a Rewarding Career at Veev

Veev, a pioneering force in modular home construction, is revolutionizing the industry with its innovative approach. As a subsidiary of Lennar, we leverage our parent company's strength and scale while maintaining our Silicon Valley roots' speed and disruptive approach.

This role will also collaborate closely with the Marketing Team to gather customer testimonials and receive direction on the company voice. Regular meetings with Product will ensure that feedback from real homeowners living in the home is integrated into our products. The role will work with Legal to guarantee Veev meets its obligations and timelines required by law for warranty claims.

Detailed Duties / Job Description

You will play a pivotal role in shaping and executing our Company's Customer experience as the Manager of Customer Relationship & Warranty. You will be responsible for developing and implementing initiatives to enhance Customer satisfaction, loyalty, and advocacy across all channels.

Your Responsibilities On The Team

  • Develop and refine the overall CX strategy in alignment with the Company's goals and objectives.
  • Lead cross-functional workshops and brainstorming sessions to ideate innovative solutions for enhancing the Customer Experience.
  • Establish key performance indicators (KPIs) and metrics to measure the effectiveness of CX initiatives and track progress over time.
  • Serve as a subject matter expert on CX-related topics and provide guidance and support to internal stakeholders as needed.
  • Interface with homebuyer and partners to perform final orientations and diagnose, schedule and complete warranty service work
  • Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product
  • Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc. Collaborate with Real estate to establish best in class hand-off protocols.
  • Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within 5 days
  • Schedule and supervise trade partners' repairs in homes after delivery to homeowner
  • Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 7 days
  • Provide accurate and timely information to Customer Care Manager on progress and scopes of work
  • Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service
  • Keep accurate service request logs and documentation of all work performed
  • Perform all other duties as assigned

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