Career Opportunities

Job Title:
Customer Care Manager - Central Valley
 
Qualifications:

 EXPERIENCE AND EDUCATION REQUIREMENTS

  • A high school diploma, or equivalent, is required.
  • Experience is 2-4 in homebuilding, customer service and management.

 

 
Description:

 GENERAL DUTIES AND RESPONSIBILITIES

  • Interact with superintendents, homeowners and trade partners daily
  • Responsible for all incoming customer service calls regardless of nature.
  • Receive and review all homeowner requests for customer issues.
  • Coordinate, manage and oversee, with purchasing department assistance, the  production of Homeowner warranty and maintenance information in Dwelling live. 
  • Respond to miscellaneous complaints by homeowners.
  • Participate in customer care/construction staff meeting to review status of outstanding customer issues
  • Contact Homeowners in response to negative surveys, generate notes in BuildPro, as necessary, schedule meetings or corrective work, as needed.
  • Inform VP of Construction, General Superintendent, Purchasing Manager and/or Division President of any elevated claims or non-responding trade partners and take appropriate measures.
  • Review pre-carpet inspections, walkthrough completions, customer updates and trade partner performance updates.
  • Input emergency/hot issues customer requests and respond to homeowner correspondence.
  • Research/address on-going specification problems (these may include hotlist items such as; mold claims, leaks, disruptive lifestyle issues) with Purchasing Manager, General Superintendents and VP of Construction
  • Call homeowners to verify customer appointments and or completions, as needed.
  • Review open customer care tickets and manage aging timeline.
  • Contact trade partners to confirm scheduled appointments with homeowners on elevated claims.
  • Respond to all customer reps and superintendent’s request for information on homeowners, trade partners, etc. 
  • Review and approve all billable work warranty work orders and customer care related invoices.
  • Responsible for ordering customer care forms and touchpoint related materials.
  • Produce required customer care reports as defined by Division President
  • Respond and assist any and all request for customer information from outside counsel.
  • Manage and develop customer care representatives consistent with the Woodside Customer Care Playbook.
  • Participate in Weekly division leadership staff meeting.
  • Manage and review monthly warranty expense.
  • Participate in corporate initiatives related to customer care service and performance.

PHYSICAL, MENTAL AND/OR VISUAL DEMAND

Flow of work and character of duties involve normal mental and visual attention along with manual coordination. Work involves reading and interpretation of written information in hard copy and on computer screen, communication on the telephone and in person, effective and efficient operation of computer and effective writing skills

WORKING CONDITIONS

The position responsibilities are mainly in an office setting, however may require occasional visits to construction sites in the field.

 
Salary Range:
Competitive
 
Contact:
kerrym@woodsidehomes.com
 
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Woodside Homes
WOODSIDE HOMES
460 West 50 North, Suite 200
Salt Lake City, UT 84101
801.869.3950
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