Director of Customer Care

Lennar   •  

Tempe, AZ

8 - 10 years

Posted 232 days ago

This job is no longer available.

DIRECTOR OF CUSTOMER CARE                                                                              POSITION SUMMARY:   

Responsible for managerial control and implementation of divisional warranty programs and corporate service strategies.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Supervise the daily monitoring, assignment and completion of all service requests and/or warranty commitments
  • Corroborate in the formulation and establishment of warranty related policy, field practices, and service procedures
  • Standardize policies and procedures
  • Devise departmental operating budgets and assess sufficiency of all corresponding reserve accounts
  • Supervision of all related support and field staff including hiring, delegation of assignments, training, and conduction of annual performance/salary reviews
  • Keep Division President informed of potential homeowner issues where major cost factors may be encountered
  • Advise purchasing management of mechanicaltrade partners’ performance or failure to comply with portions of their contract. Provide feedback relating to design, quality, and specification deficiencies impacting departmental budgets and customer satisfaction
  • Provide direction for Customer Service Coordinator, ensure that established procedures are followed for homeowner calls, written repair requests and communicate information to Customer Service Representatives in a timely manner
  • Represent division at meetings and other official settings as required
  • Maintain motivational rewards and recognition program for departmental staff to support organizational mission
  • Participate in bid award meetings and provide input on trade performance
  • Perform all other duties as assigned

EDUCATION AND ADDITIONAL REQUIREMENTS:

  • Seven (7) years minimum experience in the residential construction industry, including sufficient exposure to customer care issues
  • College Degree in Construction or Architecturepreferred or related experience
  • Current knowledge of construction practices and techniques
  • Excellent PC skills (Microsoft Word & Excel spreadsheet)
  • Ability to anticipate and solve problems with diplomacy
  • Proven ability to supervise using effective management skills
  • Valid, unrestricted motor vehicle license
  • Interact well with co-workers
  • Comply with and implement company policies and procedures
  • Strong work ethic
  • Accept constructive feedback
  • Team player