Introduction

RogueSearch has over 23 years of providing consulting, training and recruitment services to respected organizations throughout the nation! 

Overview

A fast growing privately held home builder in the Knoxville area is seeking an experienced Customer Service / Warranty Manager to join one of its fast-growing construction team. The ideal candidate will possess national or regional new home production homebuilding customer service/warranty and direct leadership experience.

Highlights of the Division Customer Service/Warranty Manager:

• Growth: Company is growing exponentially – New position open due to organic growth
• Stability: Privately held organization with capital allocated to growing the Chattanooga and Knoxville markets among others - The Company’s success is not measured by company stock market performance
• Compensation: Competitive base salary plus bonuses and year-end profitability bonuses
• Autonomy: Open book management and schedule flexibility

Supervise and manage a team of 4 Customer Service/Warranty Technicians and Coordinators responsible for managing all customer service/warranty functions on specific area job sites in single-family home and townhome communities as it relates to new home construction. The position requires analyzing root causes and addressing with Trade Partners to prevent future occurrences.

Compensation for the Area Construction Manager:

• Full-time salary plus semi-annual performance bonuses and vehicle allowance (or company truck provided)
• Total compensation potential: up to $150,000

Responsibilities

• Supervise, coordinate, plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned to ensure delivery of quality products to customers
• Develop and maintain updated Customer Service department policies and procedures
• Recommend changes to products or services to fulfill customer needs
• Total involvement with training, communication, and development of all Customer Service personnel
• Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim
• Review monthly service department budget, and track budget versus actual spend
• Review and approve all warranty department invoices
• Constantly work toward lowering average completion time for requests and service satisfaction for homeowners
• Generate reports to manage the current number of “outstanding” and “completed” warranty service requests per community, per Customer Service Technicians
• Meet with homeowners and/or subcontractors to resolve escalated warranty disputes/issues
• Review service issues related to production technique and products and make recommendations on improved processes, policies, and products
• Hold trade partners accountable for days to complete tickets and service expenditures

Requirements

• 2 years of experience leading customer service/warranty and/or construction teams - residential new home production experience required
• Associates or Bachelor’s degree preferred; high school diploma or G.E.D. required
• Valid Driver’s License