Customer Service Area Manager

D.R. Horton•Bakersfield, CA

42d•$65,000 - $75,000

About The Position

D.R. Horton, Inc. is seeking a Customer Service Area Manager for its Warranty Department. This role manages Customer Service personnel in a designated geographic area and is accountable for delivering quality warranty service and homeowner satisfaction. The position oversees warranty activities, resolves disputes, supports departmental policies and procedures, manages budgets and staff, and works to improve service processes and completion times. It directly manages two or more Customer Service Department employees and carries out associated supervisory responsibilities.

Requirements

Bachelor's degree from a four-year college or university, or four to six years of related experience and/or training, or an equivalent combination of education and experience.
Must have a vehicle and a valid driver's license.
Must be willing to travel.
Must be able to carry out supervisory responsibilities in accordance with company policies and applicable laws.

Responsibilities

Plan and direct warranty activities for Customer Services Technicians, Customer Service Assistants, and other assigned staff in designated geographic areas.
Meet with homeowners and/or subcontractors to resolve warranty disputes and other issues.
Assist in developing and continually updating Customer Service department policies and procedures and the Homeowner's Manual.
Monitor, maintain, and enforce budgets.
Set appointments with homeowners regarding items deemed not warrantable.
Manage customer service representatives and ensure customers are retained, satisfied, and have their needs fulfilled.
Design and implement improved processes and operational policies.
Recommend changes to products or services to fulfill customer needs.
Participate in training, communication, and development of service personnel.
Review every service request, manage assignments, and provide preliminary guidance to prepare the warranty service manager to work each claim.
Work to lower average request completion time and improve homeowner service satisfaction.
Interview, hire, train, assign, and direct employees; appraise performance; reward and discipline employees; address complaints; and resolve problems.