Area Customer Care Manager

Location

San Ramon, CA | United States

Job description

Tri Pointe Homes puts people first. We are a company that will value you as an employee and push you towards your career aspirations. If this sounds like a career for you, apply to be a part of our great team

Tri Pointe Homes Bay Area is looking for an experienced to join our talented group as an Area Customer Care Manager.

Position Highlights: Responsible for managing and maximizing the customer experiences delivered to homeowners through effective staffing, training, coaching and development of field customer care team following company expectations for assigned geographic area (multiple communities).

Position Responsibilities:

• Provides day-to-day leadership and supervision to customer care representatives. Spends the majority of time in the field leading, working side-by-side with, and mentoring direct reports.
• Participates in interviews and hiring decisions of customer care representatives, working closely with division leadership to produce a best-in-class field customer care team.
• Ensures that a high level of execution occurs on a consistent basis to provide excellent customer service and homeowner experiences. Effectively track open service orders and monitor productivity levels in BuildPro and Tableau. Identifies trends, best practices, and process improvements, including root causes of issues, to reduce risk and improve results.
• Monitor significant work repairs and proactively set expectations with direct reports, trade partners, and homeowners for successful outcomes.
• Co-preps and co-leads customer care department meetings. Including training sessions for department, sales, construction teams, and outside parties on proper expectation-setting for the warranty program. Provide agenda items and training ideas based on survey results and areas for improvement.
• Models and reinforces actions consistent with the Company’s values, vision, and culture in line with the core leadership competencies. Fosters positive, collaborative team- and achievement-oriented culture.
• Conduct reviews and provide performance feedback to all direct reports.
• Ensure customer care representatives respond to homeowner requests within the parameters of the warranty manual, company 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 and not covered).
• Ensure customer care representatives build strong relationships and maintain appropriate and regular contact with homeowners and trade partners, with updates regarding Customer Care requests, product information, and warranty coverage details.
• Mitigate escalated customer requests, working closely with management.
• Keep management informed of potential homeowner issues where major cost factors may be encountered.
• Review Eliant Survey results and understand trends to increase survey scores and response rates to achieve division goals.
• Ensure customer care representatives perform quality control inspections and homeowner orientations within company guidelines and as scheduled
• Work collaboratively with management and all departmental team members to deliver quality new homes and excellent customer experiences.
• May assist the construction team to ensure proper preparation and quality control finish of each new home before delivery to homebuyers.
• Understand the compliance process and associated local, state, federal construction laws, limited warranty, purchase agreements, maintenance manual, scopes of work, and subcontracts.
• Assist in maintaining a safe, civil, and clean work environment within all work sites. Abide by individual employee safety policies, stay up to date with job site safety training and guidelines, and exercise the courage to intervene and report any unsafe work conditions.
• Maintain all company-provided equipment in compliance with company policies.

Position Qualifications :

• A high school diploma or general education degree (GED) is required. BA/BS degree or equivalent preferred.
• A minimum of 3 years of experience in directing, coordinating, and supervising staff in Customer Care (homebuilding a plus).
• A minimum of 2 years of leadership/management experience is required.
• Strong PC skills required, with a high level of proficiency in Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint, and MS Outlook), Adobe Pro, and internet-based programs such as Internet Explorer and Google Chrome. Prior experience with a CRM. Hyphen BuildPro is a plus.
• Must possess a valid Driver’s License, reliable vehicle, and auto insurance.
• Bilingual in English/Spanish a plus.

  Physical Requirement:

• Frequent balancing, standing, walking, and sitting.
• Extensive driving from location to location.
• Occasional bending, kneeling, crawling, lifting, and/or moving up to 50 pounds.
• Tolerance of moderate to very loud noise. Environmental conditions vary depending on weather, stage of production, and where work takes place. Some of the following conditions apply at various times, hot, cold, wet, dry, muddy, humid, windy, calm, bright, dark, noisy, dusty, poor lighting, poor ventilation, temperature variations, fog, and rain. Airborne particles such as wood dust, drywall dust, etc. are common in the field environment.

Compensation & Benefits

• Base Salary: The expected base salary range for this position is between $80,800-110,700 per year, depending on experience and skillset. Base Salary is paid bi-weekly, every other Friday.
• Bonus: This position is eligible for annual and quarterly performance-based cash bonuses, which are earned, calculated and paid in accordance with the terms and conditions of the Company’s applicable incentive plan documents.
• Benefits: In addition to competitive medical, dental and vision coverage, Tri Pointe Homes provides comprehensive benefits to eligible team members and their dependents, including: Health Savings Account (HSA), full and limited healthcare Flexible Spending Account (FSA), and dependent care FSA options; generous paid time off policies, like vacation, holidays, sick leave, jury duty, bereavement, and volunteer time; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with bi-weekly employer matching of 50% up to the first 6% of team member contributions; adoption, fitness, tuition and worldwide emergency travel assistance; EAP, grief counseling, and estate/will preparation services; and additional discounts and supplementary employee-paid benefit programs.

Tri Pointe Homes was recognized as a Great Place to Work-Certified company for 2021-2024. To find out more and view our certification click HERE.

At Tri Pointe Homes, we are intentional about fostering an environment where you, and all individuals, are encouraged to be their authentic selves. We embrace individuality and strive to be consciously inclusive of different backgrounds, experiences, and perspectives in every aspect of our business. We believe our company’s strength relies on the diversity of the team and the unique, innovative ideas everyone contributes.

Pursuant to the California Consumer Privacy Act of 2018, if you are a California resident, you have the right to know the categories of personal information that we collect about job applicants, employees and their emergency contacts and beneficiaries, and independent contractors. Please click  here  for a description of our personal information collection practices

We are an Equal Opportunity Employer, which means we make employment decisions based on merit and qualifications and are committed to providing equal opportunities for all applicants and employees without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, sexual orientation, gender identity or expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state or local laws.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for an open position or to participate in an interview, please let us know.

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Salary