Experienced Virtual Customer Care Manager II – Home Warranty Resolution Specialist

Are you passionate about delivering exceptional customer experiences and resolving complex issues with a personal touch? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join the esteemed team at blithequark, a FORTUNE 500 company and one of America's top residential builders, as our Virtual Customer Care Manager II – Home Warranty Resolution Specialist.

About blithequark

For over 60 years, blithequark has been dedicated to providing the American Dream of homeownership to families across the nation. Our commitment to quality, innovation, and customer satisfaction has earned us a reputation as a leader in the residential building industry. With a diverse portfolio of brands and a presence in multiple geographies, we offer a rich, fulfilling, and rewarding career experience that's unmatched in the industry.

Our Vision

At blithequark, our vision is to Build Consumer Inspired Homes & Communities to Make Lives Better. We believe that success starts with having the right people on our team, and we're 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.

Job Summary

As our Virtual Customer Care Manager II – Home Warranty Resolution Specialist, you'll play a critical role in triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using the TechSee platform, you'll conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is a challenging yet rewarding role that requires exceptional customer care skills, analytical ability, and technical expertise.

Primary 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

Scope

* Decision Impact: Division

• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert 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 building.
• Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education

* Minimum High School Diploma or equivalent

• Associate degree preferred
• Valid Driver's License because driving is a potential function of this position

Required Experience

* Construction industry experience preferred to appropriately triage home warranty concerns appropriately

• Proven customer care experience with a strong emphasis on quality of service, and follow-up
• 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 strong 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

What We Offer

* A dynamic and supportive work environment that fosters growth and development

• Competitive compensation and benefits package
• Opportunities for career advancement and professional growth
• Recognition and rewards for outstanding performance
• A commitment to diversity and inclusion, with a focus on creating a workplace that reflects the diversity of our consumers
• A comprehensive training program to ensure your success in this role
• A collaborative and team-oriented culture that values open communication and feedback

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Equal Employment Opportunity

blithequark 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 will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

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