Customer Care Manager

Tri Pointe Homes Holdings, Inc.•Orlando, FL

13d

About The Position

Tri Pointe Homes Orlando is looking for an experienced, enthusiastic individual to join our talented group as a Customer Care Manager. This position's main goal is to lead the customer care team to ensure great customer experiences are delivered to homeowners while following company expectations.

Requirements

A high school diploma or general education degree (GED) is required.
A minimum of 3 years of experience in directing, coordinating, and supervising staff in Customer Care (homebuilding a plus).
2+ years of leadership/management experience required.
Strong PC skills required, with a high level of proficiency in Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint, and MS Outlook), Adobe Pro, and internet-based programs such as Internet Explorer and Google Chrome.
Must possess a valid Driver’s License, reliable vehicle, and auto insurance.

Nice To Haves

BA/BS degree or equivalent preferred.
Prior experience with Corrigo is a plus.
Bilingual in English/Spanish a plus.

Responsibilities

Recruits, hires, evaluates, trains, develops, and retains Customer Care team/employees.
Mentor team members by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets.
Models and reinforces actions consistent with the Company’s values, vision, and culture.
Conduct regular staff meetings and training sessions.
Manage overall workload of customer care department by tracking open service orders and assigning workflow and responsibilities. Establishes productivity levels that can be used to pre-determine hiring needs.
Provides training for sales, construction teams, and outside parties on proper expectation-setting for the warranty program.
Ensure communities are within the budgetary guidelines by monitoring and analyzing job costs and schedules.
Identify any budget variances and identify ways to eliminate unnecessary variances.
Ensures understanding and compliance with financial and accounting policies, internal control procedures, and practices.
Keep Brand/Division Leadership informed of potential homeowner issues where major cost factors may be encountered. Create and distribute departmental and division reports to Brand/Division Leadership.
Track and review industry trends and work with production and purchasing departments on improvement opportunities. Seize opportunities to benchmark and share best practices with other division offices and departments.
Proactively works with brand/division management to improve purchasing, construction, and selling practices, and proper expectation setting, to reduce the frequency of customer complaints.
Monitor and allocate staffing levels to adequately maintain coverage for all customer care requests. Review customer care signoffs to ensure full completion of warranty service requests and complete follow-up phone interview with homeowners and subcontractors to ensure 100% of all warranty repairs have been completed to the warranty guidelines and standards.
Ensure all department team members respond to homeowner issues in a timely, efficient, neat, courteous, professional, and appropriate manner - related to warranty items that need repair, within the parameters of the warranty manual, company brand/ division guidelines, and Customer Care department’s policies and procedures (this includes communicating in person, phone, email or text).
Perform accurate assessments of service requests submitted by homeowners (assist Customer Care Representatives in determining what is covered, not covered).
Ensure customer care team builds strong relationships and maintains appropriate and regular contact with homeowners and trade partners, with updates regarding Customer Care requests, product information, and warranty coverage details. Handle customers who have escalated requests to involve management.
Actively participate in Eliant Survey reviews and follow up with Customer Care department team members, homeowners, and trade partners to increase survey response rates and satisfaction results.
Ensure Customer Care team members perform quality control inspections and homeowner orientations within company guidelines.
Ensure all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes are completed in an accurate and timely manner.
Control and be responsible for all warranty costs. Establish and hold the team accountable to regular hourly rates and not to exceed amounts. Negotiate with trade partners and/or investigate above normal estimates and invoices. Track individual expenditures in Concur or other accounting programs. Approve vendor invoices for payment.
Work collaboratively with management and all company team members, lead weekly site team meetings, and work with supporting trade partners to deliver quality new homes. Point out any special conditions or issues on existing properties to customers.
May assist construction team to ensure proper preparation and quality control finish of each new home before delivery to homebuyers.
Develop and maintain up-to-date product and home care knowledge to provide feature/function/benefits information to homeowners, train department team members, and set proper maintenance and performance expectations.
Ensure Customer Care database and/or IT application systems are up-to-date concerning scheduling dates, service providers, and other relevant information.
Ensure proper department coordination and scheduling of trade partners to perform necessary Customer Care repairs.
Ensure department team members properly evaluate/inspect work done by trade partners.
Ensure proper coordination and scheduling of trade partners to handle service requests completely and cleanly on the first trip.
Thoroughly understand scopes of work and engage trade partners to improve quality and efficiency.
Review and understand building plan documents.
Work with the production team and management to ensure aligned understanding of where the most time should be spent (critical tasks) during the home building process and how the quality of various home building materials is determined, from foundation to finish – to improve livability and customer satisfaction. Utilize “service trends” to benchmark improvement areas needed in the construction process.
Maintain positive relations with third-party players who are part of the operating process, such as trade partners, architects, designers, etc.
Understand the critical milestones in the construction management process from start to finish, and how such milestones (activities during such) play into customer service issues/requests.
Stay abreast of value engineering best practices to help the management team mitigate cost without loss of value to the customer and quality.
Build strong relationships with the trade partner/contractor base and ensures trade relations are held accountable and managed appropriately. Provide regular feedback and evaluations of trade partners to Production and Purchasing leadership team members.
Ability to understand core components of various scopes of work to ensure trade partner accountability.
Hold team members and trade partners accountable for complying with federal/state/local regulations and following proper procedures to respond to audits and inspections.
Interact with local Code Enforcement officials and the State Contractors Board as required.
Assist in maintaining a safe, civil, and clean work environment within all work sites. Abide by individual employee safety policies, stay up to date with job site safety training and guidelines, and exercise the courage to intervene and report any unsafe work conditions.
Maintain all company-provided equipment in compliance with company policies.
Other duties as assigned.