Customer Care Manager

Company Overview:

Ashton Woods is more than just a home builder. From the sale of our first home in 1989 to recently being named Builder of the Year by Builder Magazine, our focus has always been on blazing new trails and pushing the boundaries of what’s possible in homebuilding. Ashton Woods, the #1 private home builder in the United States, markets its homes through its two award-winning brands, Ashton Woods and Starlight Homes. The Ashton Woods brand is known for designing thoughtfully curated, inspired homes for people who love design. The Starlight Homes brand builds homes specifically for the first-time homebuyer, offering affordable homes with well-executed designs and quality finishes for buyers looking to make the dream of home ownership a reality. The company’s commitment to innovation and continually evolving to meet the needs of the market is a key reason we are one of the most celebrated homebuilders in the nation, winning hundreds of national and local industry awards in product and community design, architecture, merchandising, sales, marketing, and customer service.

Headquartered in Atlanta, Georgia, Ashton Woods sells new homes in Atlanta, Austin, Charleston, Dallas, Houston, Nashville, Orlando, Phoenix, Raleigh, San Antonio and Tampa.

Position Overview:

As a Customer Care Manager you will be responsible for overseeing and managing the warranty department. Your primary focus will be to ensure a high level of customer satisfaction by leading a team of Customer Service Reps, developing customer service policies, and implementing strategies to enhance the overall warranty experience for our homeowners.

Major Functional Responsibilities:

• Serve as Ashton Woods Homes’ primary Customer Care management representative.
• Lead a team of customer service representatives, providing guidance, support, and training to ensure exceptional customer service.
• Develop and implement customer service policies, procedures, and standards to meet organizational goals and enhance the overall customer warranty experience.
• Monitor and analyze warranty metrics to identify areas for improvement and implement strategies to optimize customer satisfaction.
• Handle escalated customer concerns, ensuring timely and effective resolution while maintaining a positive customer experience.
• Develop and maintain effective relationships with subcontractors.

Desired Candidate Qualifications:

• Bachelor’s Degree or equivalent years of direct, on-site construction or warranty service experience with a production builder.
• Minimum of 5 years direct experience in production building or warranty service.
• Proven experience (3 years minimum) in a management role, preferably in a customer service capacity.
• Exceptional interpersonal skills and a customer service focused mindset.
• Ability to analyze data and generate actionable insights for improving warranty service.
• Strong communication, problem solving, and conflict resolution abilities.