Customer Service Supervisor

About the role

D.R. Horton, Inc., the largest homebuilder in the U.S., is seeking a Customer Service Supervisor for their Warranty Department. This position assists the Customer Service Manager in supervising the Customer Service Department and its staff.

Essential Duties And Responsibilities

• Aid in supervising the Customer Service Staff
• Meet with homeowners and/or subcontractors to resolve warranty disputes
• May assist in designing and implementing improved processes, operational policies, procedures, and Homeowner Manual
• Recommend changes to products or services to fulfill customer needs
• Involvement with training, communication, and development of all service personnel
• Receive and confirm receipt of homeowners' requests
• Make initial contact with homeowners and schedule inspection appointments
• Evaluate homeowner's repair issues to determine if they are warrantable items
• Communicate effectively if they are not warrantable items
• Schedule and manage required repairs
• Develop and maintain good rapport with contractors and ensure quality work
• Deal with the customer and subcontractors on a daily basis to assure that the customer's concerns are addressed in a timely and professional manner
• Perform minor repairs at times
• Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Techs for working each claim
• Monitor, maintain and enforce all budgets
• Review and approve all warranty department invoices
• Constantly work towards 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 Tech
• Track warranty expenditures per home, per superintendent per quarter
• Maintain subcontractor contact lists for all communities especially for use by homeowners
• Monitor all Customer Satisfaction Surveys and constantly strive to improve those results
• Maintain subcontractor contact lists for all communities especially for use by homeowners

Qualifications

• Education and/or Experience: Bachelor's degree (B. A.) from four-year college or university; or three to five 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