Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance. Customer Care Manager Reports to: General Manager Department: Service Job Status: Full-Time / Salary Mobility Profile: On Location Position Summary: The Customer Care Manager is responsible for leading a team that will respond competently, promptly, and efficiently to claims for warranty service or reimbursement in a manger which follows state and federal guidelines, satisfies our customers, enhances the reputation of our retailers, and contributes to the profitability of our company. Duties / Responsibilities: Lead a team that will follow through to completion customer service requests and work orders through a warranty bill back process, the use of facility service technicians, and outside independent contractors. Oversee the parts orders process by Parts Coordinator: create, pull and distribute parts orders based on the service request that will originate from customer service technicians, retailers, and builders. Oversee the works orders process by Service Coordinator: enter and edit customer service work orders, research history, and report to government agencies. Document and file all necessary information to comply with company and government regulations. Ensure that all work orders, request for service, and requests for payments are within the written policy requirements. Escalate special circumstances, when applicable. Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team). Provide verbal and written feedback as to the state of the customer service department to the general manager, senior facility staff, and management at the home office. Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service. Provide support, knowledge, and input into the Net Promoter Score (NPS) process. Adhere to and support all Clayton Homes Building Group policies and procedures. Follow and enforce all federal processes and requirements of 24 CFR Part 3282; specifically, but not limited to Subpart I and F. Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 328 and our DAPIA. Follow and enforce all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations. Follow and enforce all CMH Manufacturing, Inc. policies with regards to the hiring, regulation, and continuous employment of all independent contractors. Other duties as assigned. Qualifications: 5-7 years of experience in the manufactured home building industry, preferred. Proficient with use of computers, able to successfully learn the programs necessary to complete all job responsibilities. Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and corporate. Proven ability to lead and manage multiple team members towards improved customer experience. Proven record using PEMC process successfully. Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required. BA/BS from an accredited postsecondary institution in business management or marketing or other closely related field or degree attainment at role acquisition. Physical Demands: Must be able to consistently operate a computer and other office productivity machinery such as telephone, calculator, copy machine, computer printer, etc. Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others. Constantly works in an indoor, temperature-controlled, sealed-window office environment. Work primarily involves sitting / standing. Travel Requirements: As needed Why Clayton? Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more. As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program. Clayton is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women. At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members. Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Why Clayton? A Berkshire Hathaway Company - an integrity-based organization offering unlimited career growth opportunities. Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more. As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program. Clayton is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women. At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members. Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Business Unit - B00018 Clayton Manufacturing Our passion is simple, and it's been our focus since 1956. We want to help people across America achieve the dream of homeownership. Clayton became part of Warren Buffett’s Berkshire Hathaway family of companies in 2003. Today we build, sell, finance and insure our homes from coast to coast. Clayton is organized into six businesses that offer opportunities across multiple industries. Our success is in our team members - join our team and see how you can make us stronger. Corporate team members help support each business under the Clayton umbrella. This includes everything from our wellness team, internal audit, accounting/finance, digital marketing, legal, facilities and much more! We believe our strength is our people and we attract those who make us better. Our team members are encouraged to try new things, have a strong work-life balance and continue to grow their skill sets. We are in the middle of a digital transformation, and at Clayton Technology, our team members get that. Our collaborative and innovative culture encourages team members to grow to their full potential. With over 350 information technology team members, we help drive and support every business unit at Clayton by providing innovative technology solutions. Clayton Tech provides services to the entire company, including everything from strategy and planning to software development and IT operations. Clayton Home Building Group has more than 12,000 team members across the United States, currently building more than 45,000 homes per year. We are committed to providing quality, beautiful homes to families across America, and it’s all possible with the knowledge and expertise of our hardworking team members. More than 1,900 team members support Clayton Retail, with over 350 retail centers across the United States. Our home consultants help customers choose from hundreds of floor plans and customize a new home to meet their needs. Clayton Retail, alongside our eight other retail brands, sells more than 17,000 homes annually, as we help people achieve the American dream of homeownership. Clayton Connect, part of Clayton Home Building Group, is responsible for safely transporting our homes and making sure they arrive free of damage. More than 200 team members cover an average of 6,000 miles a day, knowing they are doing more than delivering a home - they are delivering a family’s dream.