Customer Service Manager

D.R. Horton•Spanish Fort, AL

About The Position

D.R. Horton, Inc. is currently looking for a Customer Service Manager for their Warranty Department. The right candidate will be responsible for overall performance and service provided by the Customer Service Department. The Customer Service Manager is ultimately responsible for the delivery of quality warranty service and homeowner satisfaction.

Requirements

Bachelor's degree (B. A.) from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.
Must have a vehicle, a valid driver's license, and be willing to travel.

Responsibilities

Plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned
Develop and maintain updated Customer Service department policies and procedures and Homeowner's Manual
Supervise and coordinate Customer Service Technicians service/warranty activities to ensure delivery of quality products to customers
Responsible for designing and implementing improved processes and operational policies
Recommend changes to products or services to fulfill customer needs
Total involvement with training, communication and development of all Customer Service personnel
Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim
Monitor, maintain and enforce all budgets
Review and approve all warranty department invoices
Constantly work toward lowering average completion time for requests and service satisfaction for homeowners
Generate reports to manage the current number of “outstanding” and “completed” warranty service requests per community, per Customer Service Technicians
Track warranty expenditures per home, per superintendent, per quarter
Meet with homeowners and/or subcontractors to resolve escalated warranty disputes/issues