Experienced Virtual Customer Care Manager – Warranty Service Resolution and Quality Assurance

At arenaflex, we're committed to building homes and communities that inspire our customers to live their best lives. With a legacy spanning over 60 years, we've been providing the American Dream of homeownership to families across the nation. As a FORTUNE 500 company and one of America's top residential builders, we put our customers at the center of everything we do, driven by a passion for quality and a commitment to excellence. Our vision is to build consumer-inspired homes and communities that make lives better, and we believe that success starts with having the right people on our team. At arenaflex, we're dedicated to diversity and inclusion, valuing the differences of each employee and reflecting the diversity of the consumers we serve. A career with arenaflex offers a rich, fulfilling, and rewarding experience across multiple geographies and brands. If you're passionate about delivering exceptional customer care and quality assurance, let's talk about your career with arenaflex!

Job Summary

We're seeking an experienced Virtual Customer Care Manager to join our team in Carmel, Indiana. As a Virtual Customer Care Manager, you'll play a critical role in triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using the TechSee platform, you'll conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse.

Primary Job Responsibilities

* Coordinate virtual response to customer warranty calls through the 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.
• Perform related administrative duties, confirmations, and in-home inspections, as needed.
• Other duties as assigned.

Management Responsibilities

* Delegate work according to employee's abilities and skills.

• Provide input to employee's performance evaluations.
• Assist in the identification of internal and external training opportunities.
• Provide continuous coaching with regard to functional and leadership standards (technical skills and behaviors).

Scope

* 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 and/or 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

Why Join arenaflex?

* Competitive compensation and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support
• Flexible work arrangements and work-life balance

What We Offer

* A comprehensive benefits package, including medical, dental, and vision insurance

• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements and work-life balance
• Opportunities for professional development and career growth
• Recognition and rewards for outstanding performance

How to Apply

If you're passionate about delivering exceptional customer care and quality assurance, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

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This organization participates in E-Verify.

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