What are the responsibilities and job description for the New Home Construction (Warranty) Customer Care Manager, Knoxville TN area position at Goodall Homes?
Welcome to Goodall Homes!
Established since 1983, GOODALL HOMES has become the second largest homebuilder in Middle Tennessee and listed in the top 10 of Nashville Business Journal’s “Fastest Growing Private Companies” and The Tennessean’s “Top Places to Work” for five years in a row. Now, as a Berkshire Hathaway company, Goodall Homes continues to excel.
We continue to thrive by sticking to our 6 Core Values: Glorify God by doing the right thing; Treat others like we want to be treated; Be humble; Relentlessly pursue improvement; Teach every team member to be a business owner; a build a positive team and family atmosphere. By living by these core values, we get to achieve our company’s purpose every day: to create opportunities to improve the lives of our team members, business partners, and customers.
We invite you to JOIN OUR TEAM and apply directly online at: www.GoodallHomes.com/careers
GENERAL FUNCTION:
Leads and manages the Customer Care department to continually improve customer experience. This position will be a key part of the divisional management team that continually drives to be the builder of first choice for our team, trades and customers.
SPECIFIC RESPONSIBILITIES:
- Customer Care field staff training
- Work order completion metrics
- Customer Move-In and Year End Scores
- Warranty budget performance
- All required internal meetings
- Professional development plans with team members
- Customer escalations
- Quality improvement feedback
- Punchlist Manager software proficiency
- Field audit of accuracy to processes and checklists
- Trade contractor issues follow-up
- Emergency service calls response plan
- Projects assigned by Division President
PREREQUISITES FOR SUCCESS:
- Five years customer care experience
- Ability to access and inspect attics and crawlspaces
- Ability to collaborate interdepartmentally to investigate and solve complex issues
- Organizational skills to plan and implement needed improvements
- Experience in volume residential construction
- Computer aptitude/experience to analyze data and generate useful reports
- People skills to articulately and professionally handle difficult situations
ORGANIZATIONAL RELATIONSHIPS:
REPORTS TO: Division President
WORKS WITH: All internal departments, trades, and customers
SUPERVISES: Customer service field team.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- Monday to Friday
- Overtime
Supplemental Pay:
- Bonus pay
Experience:
- Warranty: 5 years (Preferred)
- customer care/warrranty: 5 years (Preferred)
- volume residential construction: 1 year (Preferred)
- computer apptitude: 3 years (Preferred)
- analyze data & generate reports: 3 years (Preferred)
- handle difficult situations: 3 years (Preferred)
- articulate & professional: 3 years (Preferred)
License/Certification:
- Driver's License (Required)
Work Location: Multiple Locations