Customer Care Area Manager

US-FL-Tampa

Job ID : 2024-31402

Type : Regular Full-Time

of Openings : 1

Category : Customer Care / Service

ROT - TPU

Overview

Summary of Position Requirements

Supervise, coordinate, and manage daily operations of customer care associates, including, but not limited to scheduling, material ordering and check-in, quality control, trade partner management and effective material control.

Mentor, train and supervise customer care team while monitoring adherence to company policies / procedures. In addition, monitors production and quality related functions, such as Customer Care, OSHA, Associate Training and Land Development and Construction Department.

Responsibilities

Primary Duties and Responsibilities

Production :

Lead, coach, mentor and manage individuals and team to ensure top performance of all team members in achieving desired results while finding efficient and effective solutions that create overall organizational value.

Manage and direct all aspects of customer care

• Schedule and supervise daily trade partner activities in accordance with job schedules and business partner scopes of work as they relate to customer care
• Ensure that work is in compliance with City or County requirements and building codes
• Maintain records of all Purchase Orders
• Approve all trade partner invoices upon satisfactory completion of the job
• Provide trade partner feedback to the Director of Construction & Customer Care concerning the trade partner's timeliness and attention to detail
• Ensure job site cleanliness and safety
• Coordinate municipality inspectors to ensure timely approvals of development phases
• Maintain customer and trade partner relations
• Provide initial and ongoing training to construction team and customer care team regarding warranty issues
• Meet established Regional / Divisional goals set while demonstrating accuracy and thoroughness to ensure quality of work
• Communicate effectively and professionally both verbally and in written correspondence
• Work closely with the customer care team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality end result
• Other duties as assigned

Management :

• Manage, supervise and direct all aspects of customer care for assigned community or communities
• Supervise customer care associates and warranty performance
• Conduct field meetings with trade partners, construction staff and sales staff as needed
• Manage departmental performance against agreed targets and budgets, and within policies and standards
• Ability to effectively manage staff through ensuring appropriate staffing, providing formal and informal evaluations / feedback, addressing associate issues when warranted and providing appropriate training and mentoring
• Conduct monthly / quarterly and / or annual performance appraisals
• Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product

Qualifications

Education and Experience Requirements

• High School Diploma or equivalent required, or equivalent work experience
• Bachelor's degree in related field preferred
• Minimum 5 yrs. experience in project / construction management in residential construction required
• Minimum 3 yrs. experience in directing, coordinating, and supervising construction staff
• Associate is prohibited from performing manual repairs
• Valid Driver's License with good driving record
• Valid auto insurance coverage
• Advanced knowledge of scheduling, budgeting and document management
• Ability to read and interpret blue prints
• Computer literacy and proficient in MS Office products (Word and Excel)
• Excellent follow-up, communication (written and verbal) and time management skills

Contacts

Daily interaction with various division personnel, outside agencies, business partners, consultants and homeowners

Physical Requirements

Able to work in excess of eight hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, climb stairs / ladders, bend, stoop, reach, lift, move and / or carry equipment which may be in excess of 50 pounds, occasionally operate construction equipment.

Able to sit at a computer monitor for extended periods of time to complete paperwork, meet with building partners, and receive / return phone messages.

Must be able to work in construction environment under all weather conditions. Finger dexterity may be required to operate a computer keyboard and calculator.

This position outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associates.

LI-DG1

Please see job description

PI237085035

Last updated : 2024-02-25