Customer Care Team Lead

As a Customer Care Team Lead
, you will lead a team of associates providing exceptional customer care to NVR homeowners. You will help troubleshoot difficult situations and proactively problem solve customer concerns. The team is committed to high standards and is looking for a motivated individual who can acclimate quickly and be a team player.

This role will be onsite 5 days per week in our Reston, VA office.

• Lead a team of 5-7 associates handling inbound calls and online requests.
• Create and maintain a work environment that promotes accountability and personal growth.
• Manage and respond to customer service issues via phone and email in a timely manner.
• Accurately capture and record details of customer service requests in our CRM while speaking with callers.
• Coordinate directly with field warranty employees to develop strategies for handling long‑term customer service issues.
• Keep current with knowledge of NVR products and warranty procedures.
• Interact with customers, build rapport, and manage relationships over the phone.

• 3-6 years of professional customer service experience.
• 1-2 years of lead or supervisory experience, preferably within customer service.
• Strong organizational skills with the ability to prioritize and multi‑task.
• Excellent typing, and spoken and written communication skills.
• Familiarity with the homebuilding industry or NVR’s products is a plus.

• Competitive compensation.
• Home purchase discount.
• Mortgage and settlement services discounts.
• Comprehensive health, life, and disability insurance.
• 401(k) (eligible to contribute immediately)
• Employee stock ownership program.
• Vacation and holidays.

We are an Equal Opportunity Employer.

Drug testing and credit checks are required.

Applicants must be legally entitled to work in the United States, as NVR does not provide visa sponsor ships.