Customer Care Field Manager - Scottsdale, United States - Landsea Homes

Landsea Homes
Landsea Homes
Verified Company
Scottsdale, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Position Summary:


Landsea Homes is seeking an intelligent and highly organized individual interested in a fast-paced and challenging position as a Customer Care Field Manager.

This position reports to the Director of Customer Care and will play a vital role in ensuring Landsea Homes' Customer Care Department provides an outstanding level of service to our homeowners.


Responsibilities:


  • Assist the Director of Customer Care with leadership and development of field Customer Care Representatives.
  • Support customer care and construction teams with performing quality control inspections in accordance with Landsea Homes policies and guidelines.
  • Guides Customer Care Representatives on postclose procedures, closing affidavits, predrop surveys, and annual inspections, ensuring departmentwide consistency.
  • Address homeowner concerns in a prompt and courteous manner and escalate complex claims to the Director of Customer Care for immediate attention and resolution.
  • Collaborate with the Director of Customer Care to analyze customer feedback, warranty trends, and departmental performance metrics, and provide suggestions for improvement.
  • Establish and manage onsite customer care office procedures, ensuring accurate documentation of required forms and reports.
  • Foster communication and maintain professional relationships with homeowners, vendors, and subcontractors.
  • Assist in motivating personnel to achieve exceptional service and supports training for Customer Care Representatives and trades.
  • Ensure trades and subcontractors meet contractual commitments and process invoice approvals.
  • Perform minor home repairs and adjustments, and assist with other projects, as necessary.

Qualifications:


  • Minimum high school diploma, or GED required.
  • 4+ years of experience in customer service, preferably within the new home construction industry.
  • Experience with HB1 and/or dwellingLive is a plus.
  • Highly organized, detailoriented, and the ability to manage multiple projects and deliverables in a dynamic environment.
  • Strong communication skills and comfortable communicating crossfunctionally with internal and external business partners.

Supervisory Responsibilities:

This position has supervisory responsibilities and will lead a team of people.


Physical Requirements:

This position involves both office and field responsibilities.

Must be able to operate a motor vehicle, climb stairs/ladders, walk on active jobsites, read plans, bend, stoop, reach, lift, and carry items weighing more than 25 pounds.

Office work includes sitting at a computer for extended periods,

completing paperwork and receiving/returning phone messages. Proficiency in operating a computer keyboard and calculator. Must be able to work both indoors and outdoors, adapting to different weather conditions. Public contact is required; therefore, professional appearance and appropriate business attire are expected.


Safety Requirements:


This position is a safety sensitive position and includes tasks or duties that could affect the safety and health of the employee performing the task and others.

This position requires safety training provided by the company.


Travel Requirements:

Occasional travel may be required. A valid driver's license and active vehicle insurance is required at all times.

LI-DNI
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