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

How would you like to be a part of a team that has been providing the American Dream of homeownership to families for more than 60 years? arenaflex is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality. Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people. At arenaflex, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve. A position with arenaflex offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with arenaflex!

Job Summary

The primary responsibility of the Virtual Customer Care Manager II is to triage warranty service requests virtually with homeowners and manage the resolution of their concerns until completion. Using the TechSee platform, the Virtual Customer Care Manager II will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is not a remote position. This position requires onsite attendance at our Division Office located in Carmel, Indiana.

Primary Job 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.
• Other duties as assigned.

Management Responsibilities

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

• Provides input to employee's performance evaluations.
• Assists in the identification of internal and external training opportunities.
• Provides 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

Work Environment & Company Culture

At arenaflex, we strive to create a work environment that is inclusive, diverse, and supportive. We believe that our employees are our greatest asset and we are committed to providing them with the resources and opportunities they need to succeed. Our company culture is built on a foundation of trust, respect, and open communication.

Career Growth Opportunities & Learning Benefits

arenaflex is committed to the growth and development of our employees. We offer a range of training and development programs to help our employees build their skills and advance their careers. Our employees have access to a range of benefits, including tuition reimbursement, professional certifications, and leadership development programs.

Compensation, Perks, & Benefits

arenaflex offers a competitive compensation package, including a base salary, bonus, and benefits. Our benefits package includes health, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including flexible work arrangements, on-site fitness classes, and employee recognition programs.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting 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 are committed to diversity and inclusion and we strive to create a work environment that is inclusive, diverse, and supportive. We believe that our employees are our greatest asset and we are committed to providing them with the resources and opportunities they need to succeed. To apply for this position, please visit our website and submit your application through our Applicant Tracking System. We look forward to hearing from you! Apply Job! Apply for this job