Experienced Virtual Customer Care Manager – Warranty Service Resolution and Customer Experience Expert

Are you a customer-centric professional with a passion for delivering exceptional service and resolving complex issues? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex, a leading residential builder and FORTUNE 500 company, is seeking an experienced Virtual Customer Care Manager to join our team in Carmel, IN. As a Virtual Customer Care Manager at arenaflex, you will play a critical role in ensuring that our customers receive the highest level of service and support. You will be responsible for triaging warranty service requests virtually with homeowners, managing the resolution of their concerns until completion, and providing exceptional customer experience. If you are a customer-focused professional with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a FORTUNE 500 company and one of America's top residential builders. We have been providing the American Dream of homeownership to families for over 60 years. Our vision is to Build Consumer Inspired Homes & Communities to Make Lives Better, and we believe that success starts with having the right people. We are committed to diversity and inclusion, and we value the differences of each employee. We are proud to be an equal employment opportunity/affirmative action employer.

Job Summary

The primary responsibility of the Virtual Customer Care Manager 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 will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is not a remote position, and the successful candidate will be required to attend 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

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

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support to ensure success

How to Apply

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

Equal Employment Opportunity

arenaflex is an equal employment opportunity/affirmative action employer. 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. Apply for this job