Service Manager

Position Summary 

The Service Manager develops and leads the service and experience teams to deliver quality service throughout the buyer lifecycle. 

Essential Duties and Responsibilities

• Provides leadership to the service and experience teams that is in alignment with company vision, mission, and values
• Cultivates the personal, spiritual, financial, and professional growth of employees through open communication andweekly 1:1’s
• Collaborates with build and sales manager to identify and resolve recurring issues
• Leads weekly service meetings and encourages positive team interactions
• Supervises the experience specialist and ensures the buyer experience aligns with the company’s standards
• Maintains accurate customer information within multiple technology systems and documents all customer service appointments for homes within the warranty period
• Oversees the safety standards of the service and experience teams and ensures care of vehicles and tools
• Identifies the training and development needs of the department
• Understands the details of “express limited warranty” and trains team to self-perform work, as needed
• Develops and maintains trade relationships and, when needed, involves trades in service calls
• Sets yearly goals with general manager
• Facilitates regular communication with teams to ensure customer demand can be adequately handled
• In conjunction with the human resources department, recruits and hires new employees
• Provides constructive and timely performance evaluations 

Qualifications and Skills

• Excellent interpersonal skills
• Strong strategic and time management skills
• Ability to learn new software and utilize company HB1 software
• Valid driver’s license and clean driving record
• Must be at least 21 years of age to drive a company vehicle

Work Environment and Physical Requirements

• Works in both temperature controlled and non-temperature-controlled environments, with medium to high noise levels
• Frequently required to walk, stand, and sit 
• Occasionally required to lift items up to 80 pounds
• Rarely required to climb, pull, and push objects up to 80 pounds