Experienced Virtual Customer Care Manager – Homebuilding Industry Leader in Consumer Satisfaction and Quality Construction

Introduction to blithequark

At blithequark, we are dedicated to building homes and communities that make lives better. With over 60 years of experience in providing the American Dream of homeownership to families, we have established ourselves as one of America's top residential builders. Our commitment to quality, diversity, and inclusion sets us apart from the competition, and we are looking for talented individuals to join our team. As a leader in the homebuilding industry, we prioritize consumer satisfaction and strive to create a positive experience for our customers throughout every stage of the homebuying process.

Job Summary

The Virtual Customer Care Manager will play a vital role in our organization, responsible for triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using the TechSee platform, the successful candidate will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This position requires onsite attendance at our Division Office located in Carmel, Indiana, and offers a unique opportunity to work with a talented team of professionals who share a passion for delivering exceptional customer service.

Primary Job Responsibilities

• Coordinate virtual response to customer warranty calls through the TechSee platform and MS Dynamics 365, ensuring timely and effective communication with homeowners.
• Conduct analysis of issues via virtual appointments to triage and determine appropriate next steps, utilizing excellent problem-solving skills and attention to detail.
• Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection, ensuring accurate and efficient processing of customer requests.
• Manage the Service Request to resolution, confirming that scheduled repairs are complete, and closing out the SR in MS Dynamics 365, providing exceptional follow-up and follow-through to ensure customer satisfaction.
• Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication, demonstrating a strong commitment to customer care and conflict resolution.
• Address complaints, provide appropriate solutions and/or alternatives within warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution, consistently delivering a positive customer experience.
• Determine and document root cause of common service items, reporting on any opportunities for improvement, and contributing to the continuous improvement of our customer care processes.
• Perform related administrative duties, confirmations, and in-home inspections, as needed, demonstrating flexibility and a willingness to adapt to changing priorities and requirements.
• Other duties as assigned, supporting the overall goals and objectives of the customer care team and the organization as a whole.

Management Responsibilities

As a Virtual Customer Care Manager, you will be responsible for:

• Delegating work according to employee's abilities and skills, providing guidance and support to ensure successful outcomes.
• Providing input to employee's performance evaluations, contributing to the development and growth of team members.
• Assisting in the identification of internal and external training opportunities, promoting continuous learning and professional development within the team.
• Providing continuous coaching with regard to functional and leadership standards (technical skills and behaviors), fostering a culture of excellence and accountability.

Scope

The Virtual Customer Care Manager will have a significant impact on the division, with responsibilities that include:

• Decision Impact: Division, influencing key decisions that affect customer satisfaction and loyalty.
• Department Responsibility: Single, working closely with the customer care team to achieve shared goals and objectives.
• Budgetary Responsibility: No, focusing on delivering exceptional customer service and driving business results through effective management of resources.
• Direct Reports: No, collaborating with cross-functional teams to ensure seamless communication and coordination.
• Indirect Reports: No, building strong relationships with stakeholders and partners to drive business success.
• Physical Requirements: The position may involve sitting, standing, driving, and/or movement, with 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, with the ability to work in various weather conditions.

Required Education/Experience

To be successful in this role, you will need:

• Minimum High School Diploma or equivalent, with a strong foundation in customer service and conflict resolution.
• Bachelor's Degree preferred, with a focus on business, communications, or a related field.
• Minimum of 1-2 years of construction industry experience, with a proven track record of delivering exceptional customer service and driving business results.
• Proven customer care experience with a strong emphasis on quality of service, and follow-up, with a passion for building strong relationships with customers and stakeholders.

Required Licensing, Registration and/or Certifications

A valid driver's license is required, as driving is an essential function of this position.

Required Skills/Knowledge

To excel in this role, you will need:

• Customer-oriented with conflict resolution skills, the ability to adapt and respond to different personality types, and a strong commitment to delivering exceptional customer service.
• Excellent communication and listening skills, with analytical ability to perform root cause analysis, and a strong attention to detail.
• Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively, in a fast-paced and dynamic environment.
• Technology savvy, with excellent computer skills, and an overall understanding of basic Microsoft Office Suite programs, including MS Dynamics 365 and TechSee.
• Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee, with a strong understanding of customer relationship management (CRM) systems and virtual customer care platforms.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, offering a range of career growth opportunities and learning benefits, including:

• Professional development programs, designed to enhance your skills and knowledge, and support your career advancement.
• Mentorship opportunities, providing guidance and support from experienced professionals, and helping you to achieve your career goals.
• Cross-functional training, offering the opportunity to work with different teams and departments, and gain a deeper understanding of our business operations.
• Recognition and reward programs, acknowledging and rewarding your contributions and achievements, and demonstrating our appreciation for your hard work and dedication.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment, with a strong focus on:

• Diversity and inclusion, valuing the differences of each employee, and promoting a culture of respect and empathy.
• Teamwork and collaboration, working together to achieve shared goals and objectives, and supporting each other to drive business success.
• Continuous learning and improvement, encouraging innovation and creativity, and providing opportunities for growth and development.
• Community involvement, giving back to the communities we serve, and making a positive impact on the lives of our customers and stakeholders.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range that reflects your experience and qualifications, with opportunities for growth and advancement.
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) retirement plan, and other perks and benefits.
• A positive and supportive work environment, with a strong focus on work-life balance, and opportunities for professional development and growth.
• Recognition and reward programs, acknowledging and rewarding your contributions and achievements, and demonstrating our appreciation for your hard work and dedication.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and driving business results, we encourage you to apply for the Virtual Customer Care Manager position at blithequark. With a strong commitment to diversity and inclusion, and a positive and inclusive work environment, we offer a unique opportunity to join a talented team of professionals who share a passion for building homes and communities that make lives better. Apply today and take the first step towards a rewarding and fulfilling career with blithequark!