Customer Care Manager

Overview

Manage homeowner warranty support and customer care experience.

Key Responsibilities

• warranty protocols
• process documentation
• system training
• water damage
• partner relations
• compliance standards

Tasks

-Oversees the development, implementation, and distribution of warranty protocols, including limited warranty policy, quality assurance templates, walk-through paperwork, 4-week and year-end walks, disclaimers, post move-in forms, certified communications, and related materials. -Fosters strong relationships with trade partners in each region and community, ensuring accountability to established Trade Partner Work Order guidelines. -Oversees the documentation and storage of all department processes. -Ensure appropriate staff coverage for after-hours, holidays and PTO time off. -Promotes consistency in the application of department process across all regions. -The development of troubleshooting guidelines to differentiate between homeowner maintenance and builder warranty. -Provides leadership in achieving high Eliant response rates, survey scores, and homeowner referrals. -Provides guidance for homeowner education in areas such as energy-saving features, utility system performance, building science, and construction defect litigation. -Acts as the liaison to legal counsel in matters relating to defect lawsuits and other such needs. -Interfaces with construction to remedy noted items at Quality Assurance check points including buyer final sign-off. -Provides continuing mentoring, coaching, and leadership training both individually and in group settings. -Delivers on personal goals and holds team accountable to defined goals. -Supports staff education on Newstar, Zendesk and Build-Pro processes to ensure accurate coding, distribution, tracking, and homeowner sign-offs. -Reviews and approves all billable expenses, including Purchase Orders with a focus on reducing builder costs. -Collaborates with other departments on house readiness, align builder/buyer purchase expectations, schedule QA appointments, and warranty interactions with department, trades, buyers and homeowners. -Oversees protocols of all phases of water damage assessment, remediation, build-back, and financial accountability. -Gives practical direction on the application of written performance standards and industry practices such as building code, SB800, and Residential Construction Performance Guidelines.

Requirements

• zendesk
• build-pro
• microsoft
• 5 years
• communication
• driver's license

What You Bring

-Solid understanding of industry practices and performance standards. -Working knowledge of ticketing software such as Newstar, Zendesk, and Build-Pro. -Experience in the residential construction industry preferred. -Strong organizational skills driven by ownership of department and company goals. -Proficient in Microsoft applications such as Outlook, Word, and Excel. -Minimum 5 years of experience in Customer Service, preferably with a homebuilder or related industry. -Excellent written and verbal communication skills. -Strong aptitude for working with internet tools such as A.I. to acquire solutions. -Relationship driven approach with excellent interpersonal skills, including conflict resolution. -Valid driver’s license and clean driving record required.

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Benefits

-We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water. -A monthly health / wellness stipend just for you. -401k with company matching, we are helping you plan for future retirement. -Exceptional Medical Benefits (100% Employee + 60% Dependent). -Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.

About Trumark Homes

-Focused on creating exceptional homes that reflect modern lifestyles and offer long-term value. -Specializes in master-planned communities, including single-family homes and townhomes. -Their approach blends innovative design, quality construction, and sustainable practices. -Key projects are spread across California, with an emphasis on urban and suburban developments. -The company is recognized for its commitment to excellence and its forward-thinking design. -With a strong reputation for craftsmanship, their homes are built to last while offering contemporary appeal.

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