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Summary/objective The Pahlisch Homes Customer Care Manager is responsible for coordinating new construction warranty claims while providing guidance and direction to the Field Customer Care Team. This is a field position that requires both indoor and outdoor tasks. Leads with a servant’s heart, innovative in how we respond to our team and customer’s needs, and intentional in delivering clarity and direction to our customers and associates.
Essential functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Supervise the workflow of regional Customer Care Representatives; assist with prioritization and escalated cases
- Work with Customer Care Team in the development of process and procedures
- Coach, mentor, and direct Customer Care Team
- Work with Customer Care Director in the review, communication, and resolution of escalated issues
- Work with Customer Care Director in reviewing staffing needs, hiring, reviews, and discipline as needed
- Evaluate Customer Care Team warranty request items and determine needs
- Track and update regional customer care reports
- Monitor warranty budgets and spend for the region
- Oversee warranty claim assessments, defect causes, & construction troubleshooting
- Assist Customer Care Team with homeowner scheduling, trade base warranty follow-up, data-entry, filing and product/warranty research
- Other duties as assigned
Qualifications
- Associate or Bachelor Degree preferred
- 5+ years of customer service experience required
- 2+ years of construction field experience preferred
- Warranty experience preferred
- General knowledge of the residential building industry and the ability to use general building tools and equipment
- Ability to work independently and lead a team
- Excellent communication and organizational skills
- Ability to take direction, meet timelines and work on a multitude of projects at one time
- Adaptable to fast paced work environment
- Must possess a valid drivers license
- Ability to work extended hours as needed
Supervisory responsibilities
- Manage, coach/mentor a team of Customer Care Field Representatives in assigned region
- Review and approve warranty invoicing
- Pre-approve warranty sick /vacation time
Work environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical demands This position must be able to remain in a stationary position 95% of the time. The person in this position needs to frequently move/traverse about an office environment. This person is required to communicate with trades, clients and other colleagues.
Travel required Frequent travel is required for this position.