Area Customer Care Manager

Position Overview:
We are seeking a dynamic and experienced leader to helm our Customer Care team, ensuring unparalleled customer experiences for homeowners while upholding the highest standards set by our company. As the Area Customer Care Manager , you will play a pivotal role in recruitment, training, and management of the team, as well as overseeing all aspects of Customer Care operations to ensure efficiency, quality, and adherence to company policies.

Key Responsibilities:

• Team Leadership and Development:
• Lead the recruitment, hiring, evaluation, training, and retention efforts of the Customer Care team.
• Provide mentorship, ongoing development, and goal-setting for team members, fostering a culture of continuous learning and growth.
• Ensure actions align with the company's values, vision, and culture, reinforcing these principles within the team.
• Operational Management:
• Conduct regular staff meetings and training sessions to maintain team cohesion and enhance skills.
• Manage the workload of the Customer Care department by assigning responsibilities, tracking service orders, and establishing productivity targets.
• Monitor budgetary guidelines, analyze costs, and identify areas for cost-saving opportunities.
• Customer Relations and Quality Assurance:
• Provide training to sales and construction teams on expectation-setting for the warranty program.
• Address homeowner issues promptly, ensuring compliance with warranty guidelines and company policies.
• Conduct follow-up interviews with homeowners and subcontractors to ensure warranty repairs meet standards.
• Process Improvement and Collaboration:
• Track industry trends and collaborate with other departments to implement best practices.
• Proactively identify and address areas for improvement in purchasing, construction, and customer service practices.
• Collaborate with management to enhance construction processes and customer satisfaction.
• Vendor Management and Compliance:
• Negotiate with trade partners to control warranty costs and ensure adherence to budgetary limits.
• Coordinate scheduling of trade partners for repairs, inspections, and orientations.
• Ensure compliance with federal, state, and local regulations and procedures.

Qualifications and Skills:

• Bachelor's degree in Business Administration, Management, or related field preferred.
• Proven experience in team leadership, customer service, and operations management.
• Excellent communication, negotiation, and problem-solving skills.
• Strong understanding of construction processes and home warranty programs.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Knowledge of safety protocols and regulations in the construction industry.

Conclusion:
If you are a proactive leader with a passion for delivering exceptional customer experiences and driving operational excellence, we encourage you to apply for this exciting opportunity to lead our Customer Care team. Join us in our commitment to providing quality homes and unparalleled service to our valued homeowners.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• New Home warranty: 3 years (Required)
• warranty managment: 2 years (Required)

Ability to Relocate:

• Dallas-Fort Worth, TX: Relocate before starting work (Required)

Work Location: In person