Experienced Virtual Customer Care Manager – Warranty Service Resolution & Customer Experience

Join arenaflex, a FORTUNE 500 company and one of America's top residential builders, in building the best team to provide the American Dream of homeownership to families for over 60 years! At arenaflex, we put the consumer at the center of everything we do and 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. As a company 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 Experienced 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.

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 and Company Culture:

At arenaflex, we foster a culture of collaboration, innovation, and continuous improvement. Our team members are passionate about delivering exceptional customer experiences and are committed to making a positive impact on our communities. We offer a dynamic and inclusive work environment that encourages growth, learning, and development.

Career Growth Opportunities and Learning Benefits:

arenaflex is committed to the growth and development of our team members. We offer a range of training programs, mentorship opportunities, and career advancement possibilities to help you achieve your career goals. Our team members have access to a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Compensation, Perks, and Benefits:

arenaflex offers a competitive salary and benefits package, including:

• Medical, dental, and vision insurance
• 401(k) matching
• Paid time off
• Comprehensive training programs
• Mentorship opportunities
• Career advancement possibilities

How to Apply:

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to our online application system.

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.

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