Experienced Virtual Customer Care Manager II – Homeowner Warranty Resolution and Service Expert

Introduction to arenaflex

Imagine being part of a team that has been making the American Dream of homeownership a reality for families for over 60 years. At arenaflex, we are dedicated to building consumer-inspired homes and communities that make lives better. As a FORTUNE 500 company and one of America's top residential builders, we put the consumer at the center of everything we do, standing above the competition in our commitment to quality. Our vision is to create homes and communities that inspire and improve the lives of our customers, and we believe that success starts with having the right people on our team.

Job Summary

The Virtual Customer Care Manager II plays a critical role in delivering exceptional customer service to our homeowners. The primary responsibility of this position 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 II will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This role is based at the New England Division Office in Westborough, MA, and is not eligible for remote work.

Primary 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 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 of the Role

The Virtual Customer Care Manager II will have a decision impact at the division level, with department responsibility for single departments. This role does not have budgetary responsibility and does not involve direct or indirect reports. The physical requirements of the position involve sitting, standing, and/or movement, with 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. The ability to climb ladders, scaffolding, and other means to reach and observe all areas of building is also required, as well as the ability to work in various weather conditions.

Requirements

Education

• Minimum High School Diploma or equivalent required.
• Associate degree preferred.
• Valid Driver's License, as driving may be a potential function of this position.

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.

Skills and Competencies

To be successful in this role, the Virtual Customer Care Manager II will possess a unique combination of skills and competencies, including:

• Strong customer service skills, with the ability to build trust and rapport with customers.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, colleagues, and other stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage time effectively.
• Ability to work independently and as part of a team, with a strong sense of accountability and responsibility.

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees. As a Virtual Customer Care Manager II, you will have access to a range of training and development opportunities, including:

• Comprehensive training programs to develop your skills and knowledge in customer service, warranty resolution, and service management.
• Opportunities for career advancement and professional growth, with a range of roles and responsibilities available across the organization.
• A supportive and collaborative work environment, with a strong focus on teamwork and communication.
• Regular feedback and coaching, to help you achieve your goals and develop your skills and abilities.

Work Environment and Company Culture

At arenaflex, we are proud of our company culture and work environment. As a Virtual Customer Care Manager II, you will be part of a dynamic and supportive team, with a strong focus on:

• Customer satisfaction and loyalty, with a commitment to delivering exceptional customer service and support.
• Teamwork and collaboration, with a range of opportunities for cross-functional working and collaboration.
• Innovation and continuous improvement, with a strong focus on finding new and better ways to deliver our services and support our customers.
• Diversity and inclusion, with a commitment to creating a workplace that is inclusive and respectful of all employees.

Compensation and Benefits

At arenaflex, we offer a competitive compensation and benefits package, including:

• A competitive salary and bonus structure, with opportunities for career advancement and professional growth.
• A range of benefits, including health insurance, retirement savings, and paid time off.
• A supportive and collaborative work environment, with a strong focus on teamwork and communication.
• Opportunities for training and development, with a range of programs and courses available to help you develop your skills and knowledge.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer service and support, we encourage you to apply for the Virtual Customer Care Manager II role at arenaflex. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers, while developing your skills and knowledge in a supportive and collaborative work environment. Apply now to join our team and start your career with arenaflex today!