Job Description
Enthusiastic, dedicated team player needed to join our Warranty team!
The Customer Care Manager will be responsible for day-to-day oversight and tactical execution of the Bielinski Homes Warranty program. As the leader of the Warranty Department, the Customer Care Manager will be responsible for developing and implementing policies and procedures, training employees, evaluating staff and departmental performance and continuous process improvement. As a working manager position, the Customer Care Manager will take an active role in the day-to-day operation of the department and manage a caseload of ongoing warranty requests. Additionally, the Customer Care Manager will be tasked with analyzing departmental performance and developing process & policy improvements to be implemented among the team.
Duties/Responsibilities:
- Communicating with homeowners, customer service representatives, contractors, and construction managers
- Cultivating and maintaining strong relationships with multiple trades and customers
- Scheduling and coordinating all repairs and services with customers, Construction Managers, Construction Assistants and Customer Service Representatives
- Serving as a subject matter expert on Bielinski’s New Home Warranty Program.
- Educating team members, trades and customers on the Warranty Program while ensuring high quality workmanship for our clients.
- Supporting the Quality Control process, providing inspections and documentation on processes and procedures
- Utilizing knowledge of construction and quality standards to determine if corrective work is required for warranty claims
- Creating, implementing and analyzing satisfaction metrics related to customer service
- Determining trade accountability for performing the repairs and/or back charges
This position requires a high school diploma or equivalent. An Associate's or Bachelor's Degree and/or Construction Industry skills/knowledge are preferred. Prospective candidates must be customer focused, detail oriented and possess strong leadership and communication skills.
In return for your experience, we offer a competitive benefits package including medical, dental, 401(k), flexible spending, life insurance, disability insurance, paid time off and paid holidays.
We are an Equal Opportunity Employer and a Drug Free Workplace.