Customer Care Manager

Position Summary

The Customer Care Manager is responsible for leading a team that will respond competently, promptly, and efficiently to claims for warranty service or reimbursement in a manner which follows state and federal guidelines, satisfies our customers, enhances the reputation of our retailers, and contributes to the profitability of our company.

• Lead a team that will follow through to completion customer service requests and work orders through a warranty bill back process, the use of facility service technicians, and independent contractors.
• Oversee the parts orders process by Parts Coordinator: create, pull and distribute parts orders based on the service request that will originate from customer service technicians, retailers, and builders.
• Oversee the work orders process by Service Coordinator: enter and edit customer service work orders, research history, and report to government agencies. Document and file all necessary information to comply with company and government regulations.
• Ensure that all work orders, requests for service, and requests for payments are within the written policy requirements. Escalate special circumstances, when applicable.
• Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).
• Provide verbal and written feedback to the state of the customer service department to the general manager, senior facility staff, and management at the home office.
• Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Adhere to and support all Clayton policies and procedures.
• Follow and enforce all federal processes and requirements of 24 CFR Part 3282; specifically, but not limited to Subpart I and
  
  F.
• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 328 and our DAPIA.
• Follow and enforce all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
• Follow and enforce all CMH Manufacturing, Inc. policies with regard to the hiring, regulation, and continuous employment of all independent contractors.
• Other duties as assigned.

• 5-7 years of experience in the manufactured home building industry, preferred.
• Proficient with use of computers, able to successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and corporate.
• Proven ability to lead and manage multiple team members towards improved customer experience.
• Proven record using PEMC process successfully.
• Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.

• Must be able to lift and carry up to 50 lbs.
• Work may require stooping, bending, crouching, crawling, pushing, and / or pulling
• Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others.
• Work environment is not temperature controlled and may result in exposure to extreme temperatures.
• Work primarily involves sitting / standing, up to 4 hours at a time.