2-10 HOME BUYERS WARRANTY New Home Operations Supervisor Salary in the United States

New Home Operations Supervisor

Targeted compensation:  $45,000 - $60,000 + bonus

Who we are:

2-10 Home Buyers Warranty is a leading home warranty provider in the U.S.; serving the protection needs of new home builders and owners of new and existing homes. Our mission is to improve the quality of housing and the experience of homeownership. Founded in 1980 and with a corporate office based in Denver, Colorado, we are an industry leader protecting one out of every seven new homes in the U.S. and continuing to grow our brand and expertise in the market.

What is the role and where can you add value?

2-10 Home Buyers Warranty is seeking a highly motivated and customer centric individual to supervise our Front Line Warranty Administration Team. This team member will serve as a subject matter expert in Warranty Administration and will have a strong work ethic and enjoys leading a team. The position requires extensive knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty. As a Supervisor in New Home Operations you will apply your knowledge, energy and problem solving skills to ensure an extraordinary customer experience. You will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization.

Core Job Responsibilities:

• Ensure exceptional customer service to internal and external customers.
• Direct leadership responsibility for 5-15 team members, which includes but is not limited to conducting performance reviews, managing performance and productivity, addressing complaints and resolving disputes.
• Respond to and resolve escalated issues and/or unique or complex requests from Builders, Homeowners, and team members.
• Communicate warranty responsibilities and standards to builders, homeowners, sales reps, and others to provide warranty guidance and/or expedite warranted repairs and minimize insurance claims.
• Obtain extensive knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty.
• Become a Warranty Administration Subject Matter Expert. Will educate team members and customers on product and process as well as answer questions for internal and external customers.
• Diffuse escalated situations while reviewing warranty coverage(s). Demonstrate professionalism, empathy, situational Clarity and sensitivity to each customer’s needs.
• Mediate, negotiate, and facilitate solutions in complex warranty complaint cases, under minimal supervision.
• Ensure that Service Level Agreements and deadlines are met by coordinating and following up with all necessary parties.
• Conduct QA Evaluations for New Home Operations and provide results to team members.

• Manage Phone Queue’s throughout the day to ensure adequate coverage and schedule adherence. Communicate with employees who are not adhering to schedule and advise their leadership if it is a continual issue.
• Complete Monthly Audits for employees and partner with Manager on associated Coaching Sessions.

• Thoroughly review claims prior to submission and promptly submit claims to the Warranty Insurer.

What skills and experience should you bring to this role?

• Associates degree or equivalent business experience with proven college-level writing skills and exceptional verbal communication skills
• Possess critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situations
• Strong ability to Multi-task and manage competing priorities
• Methodical in approach and attention to detail
• Ability to read and understand technical information and to accurately apply the terms and conditions to resolve warranty construction disputes
• Excellent written and verbal communication skills with the ability to apply problem solving skills to complex situations.
• 10+ years of office work experience and enjoys working with clients and collaborating with team members
• Must have proficient computer skills working in Word, Excel, and Outlook

Here is what you can expect when you join our team:

• A team first environment focused on our core Values of: “Do the Right Thing, Grow Profitably, Pursue Excellence and Value People”
• A comprehensive benefits package designed to increase your health, your financial well-being and your future which includes: medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans
• A professional and recently remodeled corporate office environment

2-10 Home Buyers Warranty is an Equal Opportunity Employer

All POSITIONS REQUIRE A PRE-EMPLOYMENT CRIMINAL BACKGROUND CHECK