Customer Care Manager

Overview

T
ri Pointe Homes is looking for employees with integrity, drive, and the ability to support teams. If this sounds like a career for you, apply to be a part of our great team.

Tri Pointe Homes Orlando is looking for an experienced, enthusiastic individual to join our talented group as a Customer Care Manager.

Position Highlights:To lead the customer care team to ensure great customer experiences are delivered to homeowners while following company expectations

• Recruits, hires, evaluates, trains, develops, and retains Customer Care team/employees.
• Mentor team members by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets.
• Models and reinforces actions consistent with the Company’s values, vision, and culture in line with the core competencies listed on the following page(s).
• Conduct regular staff meetings and training sessions.
• Manage overall workload of customer care department by tracking open service orders and assigning workflow and responsibilities. Establishes productivity levels that can be used to pre-determine hiring needs.
• Provides training for sales, construction teams, and outside parties on proper expectation-setting for the warranty program.
• Ensure communities are within the budgetary guidelines by monitoring and analyzing job costs and schedules.
• Identify any budget variances and identify ways to eliminate unnecessary variances.
• Ensures understanding and compliance with financial and accounting policies, internal control procedures, and practices.
• Keep Brand/Division Leadership informed of potential homeowner issues where major cost factors may be encountered. Create and distribute departmental and division reports to Brand/Division Leadership.
• Track and review industry trends and work with production and purchasing departments on improvement opportunities. Seize opportunities to benchmark and share best practices with other division offices and departments.
• Proactively works with brand/division management to improve purchasing, construction, and selling practices, and proper expectation setting, to reduce the frequency of customer complaints.
• Monitor and allocate staffing levels to adequately maintain coverage for all customer care requests. Review customer care signoffs to ensure full completion of warranty service requests and complete follow-up phone interview with homeowners and subcontractors to ensure 100% of all warranty repairs have been completed to the warranty guidelines and standards.
• Ensure all department team members respond to homeowner issues in a timely, efficient, neat, courteous, professional, and appropriate manner - related to warranty items that need repair, within the parameters of the warranty manual, company brand/ division guidelines, and Customer Care department’s policies and procedures (this includes communicating in person, phone, email or text).
• Perform accurate assessments of service requests submitted by homeowners (assist Customer Care Representatives in determining what is covered, not covered).
• Ensure customer care team builds strong relationships and maintains appropriate and regular contact with homeowners and trade partners, with updates regarding Customer Care requests, product information, and warranty coverage details. Handle customers who have escalated requests to involve management.
• Actively participate in Eliant Survey reviews and follow up with Customer Care department team members, homeowners, and trade partners to increase survey response rates and satisfaction results.
• Ensure Customer Care team members perform quality control inspections and homeowner orientations within company guidelines.
• Ensure all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes are completed in an accurate and timely manner.
• Control and be responsible for all warranty costs. Establish and hold the team accountable to regular hourly rates and not to exceed amounts. Negotiate with trade partners and/or investigate above normal estimates and invoices. Track individual…