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Customer Care Manager
Trumark Homes
Manage customer care, warranty support, and homeowner experience for new homes
7d ago
Junior (1-3 years), Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Clovis, CA
Office Full-Time
Company Size
400 Employees
Service Specialisms
Construction services
Property Development
Design
Engineering
Project Management
Architecture
Consulting
Sector Specialisms
Residential
Commercial
Mixed-use
Industrial
R&D Facilities
Retail
Office
Role
What you would be doing
warranty protocols
process documentation
water damage
zendesk support
trade partnerships
legal liaison
- 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.
- Oversees the documentation and storage of all department processes.
- Collaborates with other departments on house readiness, align builder/buyer purchase expectations, schedule QA appointments, and warranty interactions with department, trades, buyers and homeowners.
- Provides leadership in achieving high Eliant response rates, survey scores, and homeowner referrals.
- Promotes consistency in the application of department process across all regions.
- Oversees protocols of all phases of water damage assessment, remediation, build-back, and financial accountability.
- Supports staff education on Newstar, Zendesk and Build-Pro processes to ensure accurate coding, distribution, tracking, and homeowner sign-offs.
- Fosters strong relationships with trade partners in each region and community, ensuring accountability to established Trade Partner Work Order guidelines.
- Gives practical direction on the application of written performance standards and industry practices such as building code, SB800, and Residential Construction Performance Guidelines.
- Provides guidance for homeowner education in areas such as energy-saving features, utility system performance, building science, and construction defect litigation.
- The development of troubleshooting guidelines to differentiate between homeowner maintenance and builder warranty.
- Delivers on personal goals and holds team accountable to defined goals.
- Ensure appropriate staff coverage for after-hours, holidays and PTO time off.
- Reviews and approves all billable expenses, including Purchase Orders with a focus on reducing builder costs.
- Provides continuing mentoring, coaching, and leadership training both individually and in group settings.
- 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.
What you bring
ai
zendesk
driver's license
microsoft office
customer service
residential construction
- Strong aptitude for working with internet tools such as A.I. to acquire solutions.
- Working knowledge of ticketing software such as Newstar, Zendesk, and Build-Pro.
- Solid understanding of industry practices and performance standards.
- Valid driver’s license and clean driving record required.
- Experience in the residential construction industry preferred.
- Proficient in Microsoft applications such as Outlook, Word, and Excel.
- Strong organizational skills driven by ownership of department and company goals.
- Relationship driven approach with excellent interpersonal skills, including conflict resolution.
- Minimum 5 years of experience in Customer Service, preferably with a homebuilder or related industry.
- Excellent written and verbal communication skills.
- A monthly health / wellness stipend just for you.
- 401k with company matching, we are helping you plan for future retirement.
- Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.
- 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.
- Exceptional Medical Benefits (100% Employee + 60% Dependent).
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Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
Founded 1988
Year Established
The company was established in 1988, marking the beginning of its legacy in creating vibrant residential communities.
- 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.
- We are passionate about delivering high-quality homes and neighborhoods that exceed expectations.
- We are committed to innovation and constantly seek creative solutions to build exceptional homes.
- We prioritize integrity and transparency in every aspect of our business.
- We foster a collaborative environment where teamwork and respect are at the core of everything we do.
- We are dedicated to providing the highest level of customer service throughout the entire home buying process.
Net Zero 2030
Sustainability Goal
The company aims to achieve net zero energy consumption in its homes by the year 2030.
- Builds homes with energy-efficient systems and green building practices.
- Integrates solar panels and high-performance HVAC systems to reduce environmental impact.
- Uses sustainable materials and reduces waste during construction.
- Committed to water conservation and minimizing carbon footprint.
- focused on creating an inclusive workplace where diverse perspectives are valued
- strives to provide equal opportunity for all employees, with a commitment to gender diversity in leadership positions
- implemented mentorship programs aimed at supporting the professional growth of underrepresented groups within the company
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