Supervise, coordinate, and manage daily operations of customer care associates, including scheduling, material ordering and safe keeping, quality control and trade partner management. In addition, Area manager for Customer Care will mentor, train and supervise Customer Relations Specialist while monitoring adherence to company policies/procedures and OSHA requirements. Area Customer Care Manager will work to personally handle all potential customer “conflicts” to avoid letters and communications to Lennar Corporate Offices/Officers. Area Customer Care Manager will complete Quality inspections and QA sign offs and ensure all homes close 100% completed.
Lead, coach, mentor and manage individuals and team to ensure top performance of all team members in achieving desired results while finding efficient and effective solutions that create overall organizational value.
Manage day to day field operations of CRS and resolve homeowner / trade conflicts to ensure service requests are being completed in accordance with the Lennar 1-2-10 warranty.
Responsible for reviewing daily all new and previously opened customer care service requests to insure proper compliance and prompt resolutions.
Responsible for the overall customer care experience of each homeowner.
Responsible for performing Quality Inspections and QA sign offs on home-sites in assigned communities
Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product.
Ensure all homes are 100% complete prior homeowner orientation.
Work with CRS and Customers to settle and resolve issues during Customers initial walk-through and during the first 60 days post-closing to avoid post-closing claims and disputes.
Ensure that work is in compliance with City or County requirements and building codes.
Supervise daily trade partner activities in accordance with job schedules and business partner scopes of work as they relate to customer care.
Communicate with Director of Customer Care regarding performance of Customer Relations Specialist.
Provide trade partner feedback to the Director of Customer Care concerning the trade partner’s timeliness and attention to detail.
Provide feedback to the Director of Customer Care concerning any design or reoccurring warranty issues.
Ensure job site cleanliness and safety.
Maintain customer and trade partner relations.
Assist DOCC in providing ongoing training to construction team and customer care team regarding warranty issues.
Meet established Regional/Divisional goals while demonstrating accuracy and thoroughness to ensure quality of work.
Communicate effectively and professionally both verbally and in written correspondence
Work closely with the customer care team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality end result.
Manage departmental performance against agreed targets and budgets, and within policies and standards
Other duties as assigned
High School Diploma or equivalent required, or equivalent work experience
Bachelor’s degree in related field preferred
Minimum 5 yrs. experience in project/construction management in residential construction required
Minimum 3 yrs. experience in directing, coordinating, and supervising construction staff
Associate is prohibited from performing manual repairs
Valid Driver’s License with good driving record
Valid auto insurance coverage
Advanced knowledge of scheduling, budgeting and document management
Ability to read and interpret blue prints
Computer literacy and proficient in MS Office products (Word and Excel)
Excellent follow-up, communication (written and verbal) and time management skills
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Job ID: 2020-14830
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