Assistant Customer Care Manager

Clayton Homes • Rockwell, NC

11d

About The Position

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey – building, selling, financing, and insuring homes. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance. Position Summary: The Assistant Customer Care Manager is responsible for responding competently, promptly, and efficiently to claims for warranty service or reimbursement in a manner which follows state and federal guidelines, exceeding the expectations of our customers, enhancing the reputation of our retailers, and contributing to the profitability of our company.

Requirements

• High School Diploma or equivalent; or equivalent experience
• Must have the ability to work both independently and within a team
• Must have a passion for quality and be naturally attentive to details
• Must be reliable and able to work at an efficient pace
• Must have 5+ years of experience in the manufactured home building industry or similar.
• Successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels including internal and external customers, peers, managers and the home office.
• Proven ability to lead and manage multiple team members towards improved customer experience.
• Good driving record required (Motor Vehicle Records checks will be performed).
• Work well under pressure.
• Ability to read and interpret documents such as policies, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of peers or team members.
• Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs preferred. Ability to pull reports through the STP system, analyze and report back to the management team.
• A basic working knowledge of Microsoft Office and its components; mainly Word, Excel, and Outlook. Ability to learn new programs as needed.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Responsibilities

• Assist in leading a team that will follow through to completion customer care service requests and work orders through a warranty bill back process, the use of facility service technicians, and outside independent contractors.
• Works orders process by Customer Care Service Coordinator: enter and edit customer service work orders, research history, and report to government agencies. Document and file all necessary information to comply with company and government regulations.
• Help to ensure that all work orders, requests for service, and requests for payments are within the written policy requirements. Escalate special circumstances, when applicable.
• Work with the team to ensure and promote satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Follow and enforce all federal processes and requirements of 24 CFR Part 3283; specifically, but not limited to Subpart I and F.
• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and DAPIA.
• Create and oversee parts orders based on the service requests that will originate from Customer Service Technicians, retailers, builders, and Customer Care Parts Coordinator.
• All team members must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy.
• The work environment characteristics described here are representative of those that a team member will encounter while performing the essential functions of this job, but frequent visits to our production plant will happen, requiring personal protective equipment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job (inspections, training, audits, etc.), the team member may be exposed to outside weather conditions and may be exposed to frequent and long-range driving. The noise level in the work environment ranges from moderate (office/road/customers’ homes) to loud (production plant).
• Other duties as assigned

Benefits

• Full-time team members have the flexibility to create their own health, dental, and vision benefits package.
• Clayton provides competitive 401K programs, including investment options and company matching for full and part time team members after one year to help our team members achieve their financial goals.
• Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
• As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
• At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED