Experienced Virtual Customer Care Manager II – Home Warranty Resolution and Customer Service

Are you passionate about delivering exceptional customer experiences and resolving complex issues with a personal touch? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, a leading residential builder dedicated to providing the American Dream of homeownership to families for over 60 years. As a Virtual Customer Care Manager II at arenaflex, you will be part of a dynamic team that puts the consumer at the center of everything we do. Our commitment to quality, diversity, and inclusion sets us apart from the competition, and we're looking for talented individuals like you to help us achieve our vision of building consumer-inspired homes and communities that make lives better.

About arenaflex

arenaflex is a FORTUNE 500 company and one of America's top residential builders. With a rich history of innovation and a passion for delivering exceptional customer experiences, we're committed to making a positive impact on the lives of our customers, employees, and the communities we serve. Our diverse team of professionals is dedicated to building homes and communities that exceed our customers' expectations, and we're excited to welcome you to our team.

Job Summary

As a Virtual Customer Care Manager II, you will be responsible for triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using the TechSee platform, you will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is a unique opportunity to join a team that values customer satisfaction, quality, and innovation.

Primary Responsibilities

* 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
• Perform related administrative duties, confirmations, and in-home inspections, as needed

Scope

* Decision Impact: Division

• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert 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 building.
• Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education

* Minimum High School Diploma or equivalent

• Associate degree preferred
• Valid Driver's License because driving is a potential function of this position

Required Experience

* Construction industry experience preferred to appropriately triage home warranty concerns appropriately

• Proven customer care experience with a strong emphasis on quality of service, and follow-up
• 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 strong 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

Work Environment and Company Culture

As a Virtual Customer Care Manager II at arenaflex, you will be part of a dynamic team that values diversity, inclusion, and customer satisfaction. Our company culture is built on a foundation of innovation, quality, and a passion for delivering exceptional customer experiences. We offer a collaborative and supportive work environment, with opportunities for growth and development.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including on-the-job training, mentorship, and leadership development opportunities. Our employees also have access to a range of benefits, including health insurance, retirement plans, and paid time off.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including:

• Competitive salary
• Comprehensive health insurance
• Retirement plans
• Paid time off
• Opportunities for career growth and development

How to Apply

If you're passionate about delivering exceptional customer experiences and resolving complex issues with a personal touch, we invite you to apply for the Virtual Customer Care Manager II position at arenaflex. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.

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.

California Privacy Policy

arenaflex participates in e-Verify and is committed to protecting the privacy of our employees and applicants. We comply with all applicable laws and regulations regarding the collection, use, and disclosure of personal data.

Apply Now

If you're ready to join a dynamic team that values customer satisfaction, quality, and innovation, we invite you to apply for the Virtual Customer Care Manager II position at arenaflex. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. Apply for this job