Customer Care Manager

Overview

THE ROLE: The Customer Care Manager is responsible for the buyer's experience from the pre-closing walk of the home through the warranty period. The Customer Care Manager provides a differentiated experience to provide the customer with the confidence of the product purchased and the comfort of resolving all issues that arise throughout the warranty timeframe.

• The Customer Car Manager is responsible for all activities that involve homeowners, prospective buyers, trades in relation to closing walkthroughs and warranty.
• Responsible for resolution of all customer issues with appropriate team members and trade partners, spanning pre-closing orientation through the warranty cycle.
• Monitors and acts as needed on progress and completion of all repairs by trade partners or assigned personnel.
• Conduct all buyer orientations and closing walks with buyer.
• Educate homeowners on maintenance vs warranty claims.
• Issues service orders to subcontractors for warranty claims
• Manage all costs related to the individual assigned jobs.
• Contacts and schedules appropriate subcontractors to perform work as required.
• Initiates service work orders, sets appointments with subcontractors, monitors progress and quality of work, and keeps customers apprised of work order status.
• Responsible for quality inspections of the home prior to delivery to the customer.
• Authorizes payment for work performed within approval limits.
• Managing the sale after closing, providing an exceptional customer experience that will contribute to additional referrals.
• Monthly review and tracking of warranty trends.
• Conduct thorough documentation of all warranty claims
• Manage a high volume of warranty calls in a timely manner.
• Works closely with the purchasing team to ensure enough trade resources are available for all needs.

• Bachelor’s degree in warranty or related field
• Valid Driver's License
• 3-5 years’ experience in warranty
• Demonstrated experience managing process.

• Has an advanced understanding of homebuilding quality, standards, and construction requirements.
• Is able to read and interpret floor plans and explain and hold contractors accountable to meet all requirements and quality standards.
• Understand how to review all contractor work, assesses productivity and quality of individuals, and teams, knows how to evaluate the status of schedule and able to react accordingly.

The compensation range for this role is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Thomas James Homes is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.