Home Care Manager

Azori•Bellevue, WA

5d•$61,700 - $114,500•Hybrid

About The Position

The Home Care Manager is responsible for ensuring homeowner service requests are efficiently managed while ensuring a positive customer experience. The Home Care Manager is the single point of contact for all homeowners’ warranty needs in the year following a customer’s move-in date. These include managing requests at designated intervals as well as addressing emergent needs and requests that arise during this period.

Requirements

Knowledge of Residential Construction processes and products is required
Excellent customer service skills and a desire to deliver positive customer experiences
Strong organizational and time management skills. Must be able to effectively multitask and juggle simultaneous demands while remaining flexible and efficient in a fast-paced environment
Ability to work independently with little direction or oversight
Excellent interpersonal as well as verbal and written communication skills
Proficient in Microsoft Office Suite
Ability to make reasonable, rational, quick decisions while under pressure and when faced with unexpected occurrences or delays
Ability to de-escalate situations and provide conflict resolution
Ability to adopt AZORI processes and standards
Bachelor’s degree or equivalent preferred
5+ years’ experience in a Warranty Service representative or equivalent role
5+ years’ experience managing subcontractors, scheduling, and invoicing
Previous experience developing, implementing, and managing a warranty program
Ability to traverse and inspect all areas of a jobsite in all types of weather; this may include ascending and descending stairs and positioning oneself in various ways to inspect confined or difficult to reach spaces or areas
Ability to use some light hand tools and battery operated tools
This position requires frequent use of a computer, including keyboard functions and visual acuity of 20 inches or fewer on a daily basis
Must be able to lift up to 20lbs occasionally with or without accommodation
Exposure to characteristic construction site hazards
Must be able to work in office Monday – Friday, within core business hours of 8AM-5PM
Regular travel between job sites and/or the office is required
Valid WA State Driver’s License
Acceptable driving record & proof of vehicle insurance. AZORI must be listed as an additional insured party on the vehicle insurance

Nice To Haves

Some fluency with Spanish (read/write/speak) is preferred
Trade experience and hands-on capabilities are desirable

Responsibilities

Models and reinforces actions and behaviors consistent with the Company's values, mission, and culture
Serves as main point of contact for AZORI Homeowner inquiries related to warranty needs. Professionally and promptly responds to all homeowner inquiries
Manages and executes all post move-in services for AZORI Homeowners. Coordinates services with homeowners and contractors, communicates progress/updates, and proactively circles back on any outstanding items or questions
Ensures adherence to NAHB Residential Construction Standards and safety protocols for warranty repairs and concierge work
Conducts walkthroughs of Service Request Lists, Emergency Requests and Concierge Requests
Maintains and updates numerous records and schedules, including but not limited to: the AZORI Warranty Tracking system, files and folders in company directory, personal schedule and contractor schedules
Collaborates with subcontractors to resolve problems, including work procedures, complaints, and warranty issues
Proactively partners with and builds strong relationships with team members and key stakeholders across the organization at all levels
Ensures adherence to AZORI standard work processes and takes ownership of improvement opportunities
Stays informed and up to date on construction technology and advancements, and the latest fixes and repairs
Interfaces professionally ensures good relationships with a variety of people, including owners, managers, customers, subcontractors, internal team members, tradespersons and laborers
Identifies opportunities and drives continuous improvement related to quality of construction and delivery of post move-in service
Partners cross functionally on projects and initiatives as needed or required
Performs other related duties as necessary or assigned

Benefits

100% covered employee premiums for medical and dental self-coverage
100% employer-paid life insurance
100 % employer-paid long term disability insurance
Paid medical and family leave
Critical illness insurance
401(K) with generous company match, no vesting schedule, and access to professional financial advisors
Lifestyle reimbursement account
20 days of PTO & 9 holidays
New iPhone for your personal and business use
Free onsite parking
Company paid events
Complimentary snacks & beverages