Customer Service Manager

Essential Duties And Responsibilities

• Plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned
• Develop and maintain updated Customer Service department policies and procedures and Homeowner's Manual
• Supervise and coordinate Customer Service Technicians service/warranty activities to ensure delivery of quality products to customers
• Responsible for designing and implementing improved processes and operational policies
• Recommend changes to products or services to fulfill customer needs
• Total involvement with training, communication and development of all Customer Service personnel
• Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim
• Monitor, maintain and enforce all budgets
• Review and approve all warranty department invoices
• Constantly work toward lowering average completion time for requests and service satisfaction for homeowners
• Generate reports to manage the current number of “outstanding” and “completed” warranty service requests per community, per Customer Service Technicians
• Track warranty expenditures per home, per superintendent, per quarter
• Meet with homeowners and/or subcontractors to resolve escalated warranty disputes/issues

Qualifications

• Education and/or Experience: Bachelor's degree (B. A.) from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.
• Must have a vehicle, a valid driver's license, and be willing to travel.

Supervisory Responsibilities

• Directly supervises 2 or more employees in the Customer Service Department.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.