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Customer Care Operations Manager

2 months ago

Chantilly, Virginia, United States Lennar Homes Full time

Customer Care Operations Manager

At Lennar, a leading name in homebuilding, we are committed to creating a remarkable experience for our Homeowners, Communities, and Associates. Our mission revolves around building quality homes and delivering exceptional customer service while giving back to the communities we serve and fostering a culture of growth and opportunity for our Associates.

About the Role

The Customer Care Operations Manager plays a crucial role in overseeing the implementation of warranty programs, customer service strategies, and corporate service initiatives for designated communities. This position requires maintaining customer care records and supporting departmental activities.

Key Responsibilities

  • Manage a team of customer care representatives and administrative staff.
  • Address customer care concerns through thorough research and field visits.
  • Coordinate daily monitoring, assignment, and completion of service requests and warranty commitments.
  • Provide guidance to Customer Care Coordinators to ensure adherence to established procedures for homeowner communications.
  • Maintain positive relationships with homeowners, offering knowledgeable and timely responses to inquiries.
  • Generate and distribute reports to management as required.
  • Collaborate with management to enhance purchasing, construction, and sales practices to minimize customer complaints.
  • Supervise the management of warranty manuals and homeowner handbooks.
  • Oversee the division's Water Intrusion Program and report daily on status.
  • Mentor customer care associates, fostering leadership and development opportunities.
  • Conduct performance appraisals and regular training sessions.
  • Ensure compliance with state laws and company policies regarding employee breaks.
  • Develop departmental budgets and assess reserve account sufficiency.
  • Respond to corporate complaints promptly and keep management informed.
  • Monitor staffing levels to ensure adequate coverage for customer care requests.
  • Analyze trends in warranty service requests and generate necessary reports.

Qualifications

  • A minimum of six (6) years in customer service or field construction management experience.
  • At least three (3) years of experience in a supervisory role.
  • High school diploma or GED required.
  • Valid driver's license.
  • Thorough understanding of building codes and industry standards.
  • Intermediate to advanced skills in Microsoft Word and Excel.
  • Ability to read and interpret blueprints and engineering reports.
  • Strong verbal and written communication skills.
  • Excellent interpersonal skills and ability to accept constructive feedback.

Life at Lennar

At Lennar, we believe in investing in our Associates and empowering them to thrive both personally and professionally. We offer a comprehensive benefits package designed to enhance well-being and support professional growth.

Our benefits include robust health insurance plans, a 401(k) Retirement Plan with company matching, Paid Parental Leave, and an Education Assistance Program. We also provide generous vacation time, holiday leave, and unique opportunities for personal and professional development.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.