Experienced Virtual Customer Care Manager II – Home Warranty Resolution

Are you a customer-centric professional with a passion for delivering exceptional service? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, a leading provider of innovative home warranty solutions, as an Experienced Virtual Customer Care Manager II. At arenaflex, we're committed to building strong relationships with our customers and exceeding their expectations. As a Virtual Customer Care Manager II, you'll play a critical role in resolving warranty service requests, ensuring customer satisfaction, and driving business growth. If you're a results-driven professional with a strong customer service background, excellent communication skills, and a passion for problem-solving, we encourage you to apply.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's dedicated to providing innovative home warranty solutions to families across the country. With a rich history spanning over 60 years, we've established ourselves as a leader in the industry, known for our commitment to quality, customer satisfaction, and community involvement. Our vision is to build consumer-inspired homes and communities that make lives better, and we're looking for talented professionals like you to help us achieve this goal.

Job Summary

As an Experienced Virtual Customer Care Manager II, you'll be responsible for triaging warranty service requests virtually with homeowners, managing the resolution of their concerns until completion, and ensuring customer satisfaction. You'll work closely with our team to analyze customer issues, determine warranty coverage, and develop effective solutions. This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment with multiple priorities.

Key Responsibilities

* Coordinate virtual response to customer warranty calls through the 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

Scope

* Decision Impact: Division

• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: Position involves sitting, standing, and/or movement, 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. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of building.
• Ability to work in various weather conditions – heat, rain, cold, etc.

Required Education

* Minimum High School Diploma or equivalent

• Associate degree preferred
• Valid Driver's License because driving is a potential function of this position

Required 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

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support to ensure success in the role
• Flexible work arrangements to support work-life balance

Why Join arenaflex?

* arenaflex is a leader in the home warranty industry, with a rich history and a commitment to quality and customer satisfaction

• We offer a dynamic and supportive work environment, with opportunities for career growth and professional development
• Our team is passionate about delivering exceptional service and making a positive impact on our customers' lives
• We're committed to diversity and inclusion, and we welcome applications from talented professionals from diverse backgrounds

How to Apply

If you're a motivated and customer-focused professional with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team at arenaflex as an Experienced Virtual Customer Care Manager II. Apply To This Job Apply for this job