Overview In this role, you will oversee escalated warranty issues for closed homes and lead service operations with suppliers to protect quality and customer satisfaction. You will coach a team, drive lean improvements, and partner across departments to reduce costs and enhance the customer experience. You'll act as a customer advocate, ensuring strong relationships and timely resolutions while shaping processes that prevent recurrence. This professional, customer-facing position provides opportunities to impact home quality, service efficiency, and loyalty across a large, respected homebuilder.
Responsibilities- Manage escalated warranty issues for closed homes, including insurance/litigation
- Conduct in-person homeowner assessments as needed and determine if corrective work is required
- Lead root-cause analysis and drive corrective actions
- Schedule, organize and execute service work with vendors via the Customer Care Coordinator
- Manage trades to complete service requests to customers' satisfaction
- Perform minor service tasks (adjustments, repairs) as requested
- Establish and maintain positive customer relationships
- Ensure build quality confirmation before delivery and act as customer advocate across departments
- Determine trade accountability for back charges and P.O.s; authorize payments within limits
- Partner with other Customer Care Managers to address escalated concerns
- Manage, contain, and continuously improve warranty spend
- Participate in Lean initiatives to improve division efficiency
- Communicate and train Construction Managers on product/process issues to reduce long-term risk
- Assist Process Improvement Manager in identifying top warranty spend opportunities and developing cost-reduction plans
- Coach and develop team members to higher performance
- Drive repeat and referral business through improving customer loyalty via feedback and surveys
- Perform other duties as assigned
Key requirements- Minimum of 2 years at Customer Care Manager II or equivalent
- Exceptional customer service orientation with ability to adapt to various personalities
- Committed to delivering high-quality service and diligent follow-up
- Excellent communication and listening skills
- Analytical ability for root cause analysis
- Ability to manage warranty/customer service processes
- Basic computer skills
- Skilled in conflict resolution to address customer concerns
- Knowledge of cost management principles and practices
- Valid driver's license
- 客户服务导向 customer service orientation
- 优秀的沟通与倾听能力
- 冲突解决能力
- Root-cause analysis
- Process improvement
- Warranty management
