Experienced Virtual Customer Care Manager – Warranty Service Resolution & Team Leadership

How would you like to be a part of a team that has been providing the American Dream of homeownership to families for more than 60 years? arenaflex is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality. Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people. At arenaflex, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve. A position with arenaflex offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with arenaflex! Job Summary The primary responsibility of the Virtual Customer Care Manager II is to triage warranty service requests virtually with homeowners and manage the resolution of their concerns until completion. Using the TechSee platform, the Virtual Customer Care Manager II will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is not a remote position. This position requires onsite attendance at our Division Office located in Carmel, Indiana. Key Responsibilities

Virtual Customer Care Management

* Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365. * Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps. * Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection. * Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365. * Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication. * Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution. * Determine and document root cause of common service items, reporting on any opportunities for improvement.

Leadership & Team Management

* Delegates work according to employee's abilities and skills. * Provides input to employee's performance evaluations. * Assists in the identification of internal and external training opportunities. * Provides continuous coaching with regard to functional and leadership standards (technical skills and behaviors).

Scope & Requirements

* Decision Impact: Division * Department Responsibility: Single * Budgetary Responsibility: No * Direct Reports: No * Indirect Reports: No * Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions - heat, rain, cold, etc. Required Education & Experience * Minimum High School Diploma or equivalent * Bachelor's Degree preferred * Minimum of 1-2 years of construction industry experience * Proven customer care experience with a strong emphasis on quality of service, and follow-up Required Licensing, Registration & Certifications * Valid driver's license as driving is an essential function of this position Required Skills & Knowledge * Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types * Excellent communication and listening skills, with analytical ability to perform root cause analysis * Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively * Technology savvy, with excellent computer skills, and an overall understanding of basic Microsoft Office Suite programs * Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee Career Growth Opportunities & Learning Benefits At arenaflex, we believe in investing in our employees' growth and development. As a Virtual Customer Care Manager II, you will have opportunities to: * Develop your leadership skills through training and mentorship programs * Expand your knowledge of the construction industry and customer care best practices * Collaborate with cross-functional teams to drive business results * Participate in company-wide initiatives to promote diversity, equity, and inclusion Work Environment & Company Culture arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. Our company culture values: * Collaboration and teamwork * Innovation and creativity * Customer focus and satisfaction * Diversity, equity, and inclusion * Continuous learning and growth Compensation, Perks, & Benefits arenaflex offers a competitive compensation package, including: * Salary * Bonus structure * Comprehensive benefits package * Paid time off and holidays * Professional development opportunities Conclusion If you are a customer-focused leader with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a company that is shaping the future of homeownership. Apply Now! Apply for this job