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 arenaflex, a FORTUNE 500 company and one of America's top residential builders, as an Experienced Virtual Customer Care Manager II – Home Warranty Resolution Specialist. At arenaflex, we've been providing the American Dream of homeownership to families for over 60 years. Our commitment to quality and consumer satisfaction sets us apart from the competition. We're not just building homes; we're building communities, and we need talented individuals like you to help us achieve our vision of Building Consumer Inspired Homes & Communities to Make Lives Better.

About arenaflex

arenaflex is a leader in the residential construction industry, with a rich history of innovation and customer satisfaction. Our company values diversity and inclusion, and we strive to reflect the diversity of the consumers we serve. We offer a dynamic work environment, opportunities for career growth, and a comprehensive benefits package.

Job Summary

As an Experienced Virtual Customer Care Manager II – Home Warranty Resolution Specialist, you will be responsible for triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. You will use the TechSee platform to conduct an initial analysis of the customer's claim, determine warranty coverage, and identify the appropriate recourse. This role requires strong communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.

Key Responsibilities

* Coordinate virtual response to customer warranty calls through the TechSee platform and MS Dynamics 365

• Conduct analysis of issues via virtual appointments 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 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

• 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

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Dynamic work environment with a diverse and inclusive team
• Comprehensive training and support to ensure success in the role
• Recognition and rewards for outstanding performance

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

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 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.

California Privacy Policy

arenaflex participates in e-Verify and is an equal employment opportunity/affirmative action employer. Apply for this job