Experienced Virtual Customer Care Manager – Warranty Service Resolution & Quality Assurance

Are you a customer-centric leader with a passion for delivering exceptional service experiences? 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 our Virtual Customer Care Manager. At arenaflex, we've been providing the American Dream of homeownership to families for over 60 years. Our commitment to quality, diversity, and inclusion sets us apart from the competition. We're not just building homes and communities; we're building relationships that last a lifetime. As a Virtual Customer Care Manager, you'll play a critical role in ensuring our customers receive the highest level of service, resolving their concerns efficiently, and exceeding their expectations.

About arenaflex

arenaflex is a leader in the residential construction industry, with a rich history of innovation and excellence. Our vision is to Build Consumer Inspired Homes & Communities to Make Lives Better. We're committed to diversity and inclusion, recognizing that our employees are the key to our success. We value the differences of each employee and strive to create an environment where everyone feels welcome and empowered to contribute.

Job Summary

The Virtual Customer Care Manager II is responsible for triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using the TechSee platform, you'll conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is a dynamic role that requires strong communication, analytical, and problem-solving skills.

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

Work Environment & Culture

As a Virtual Customer Care Manager at arenaflex, you'll be part of a dynamic team that values collaboration, innovation, and customer satisfaction. Our office is located in Carmel, Indiana, and we offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Career Growth Opportunities & Learning Benefits

arenaflex is committed to the growth and development of our employees. We offer a range of training programs, including leadership development, technical skills training, and soft skills coaching. As a Virtual Customer Care Manager, you'll have opportunities to advance your career, take on new challenges, and contribute to the success of our organization.

Compensation, Perks, & Benefits

arenaflex offers a competitive salary, comprehensive benefits package, and a range of perks and incentives. We're committed to recognizing and rewarding our employees for their hard work and dedication.

How to Apply

If you're a motivated and customer-focused leader with a passion for delivering exceptional service experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter through our Applicant Tracking System.

Equal Opportunity Employer

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.

E-Verify Participant

This organization participates in E-Verify.

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