Experienced Virtual Customer Care Manager II – Home Warranty Resolution and Customer Satisfaction Expert

Introduction to arenaflex

Imagine being part of a team that has been making the American Dream of homeownership a reality for families for over 60 years. At arenaflex, we are dedicated to building consumer-inspired homes and communities that make lives better. As a FORTUNE 500 company and one of America's top residential builders, we put the consumer at the center of everything we do, standing above the competition in our commitment to quality. Our vision is to create homes and communities that inspire and satisfy our customers, and we believe that success starts with having the right people on our team.

About the Role

We are seeking an experienced Virtual Customer Care Manager II to join our team at the New England Division Office in Westborough, MA. As a Virtual Customer Care Manager, you will play a critical role in triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using the TechSee platform, you will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is an exciting opportunity to join a dynamic team and make a real difference in the lives of our customers.

Key Responsibilities

• Coordinate virtual response to customer warranty calls through the TechSee platform and MS Dynamics 365.
• Conduct analysis of issues via virtual appointments to triage and determine appropriate next steps.
• Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection.
• Manage the Service Request to resolution, confirming that scheduled repairs are complete, and closing out the SR in MS Dynamics 365.
• Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication.
• Address complaints, provide appropriate solutions and/or alternatives within warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution.
• Determine and document root cause of common service items, reporting on any opportunities for improvement.
• Perform related administrative duties, confirmations, and in-home inspections, as needed.

Scope of the Role

The Virtual Customer Care Manager II role has a decision impact at the division level and is responsible for a single department. There are no direct or indirect reports in this role, and there is no budgetary responsibility. The physical requirements of the role involve sitting, standing, and/or movement, with the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. The ability to climb ladders, scaffolding, and other means to reach and observe all areas of building is also required, as well as the ability to work in various weather conditions.

Requirements

Education

• Minimum High School Diploma or equivalent.
• Associate degree preferred.
• Valid Driver's License, as driving is a potential function of this position.

Experience

• Construction industry experience preferred to appropriately triage home warranty concerns.
• Proven customer care experience with a strong emphasis on quality of service and follow-up.
• Customer-oriented with conflict resolution skills, the ability to adapt and respond to different personality types.
• Excellent communication and listening skills, with analytical ability to perform root cause analysis.
• Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively.
• Technology savvy, with strong computer skills and an overall understanding of basic Microsoft Office Suite programs.
• Additional consideration will be given to candidates with experience working within MS Dynamics 365 and TechSee.

What We Offer

At arenaflex, we offer a rich, fulfilling, and rewarding career across multiple geographies and brands. We are committed to diversity and inclusion, valuing the differences of each employee and understanding that being consumer-inspired means reflecting the diversity of the consumers we serve. As an equal opportunity employer, we provide a reasonable accommodation to qualified applicants with disabilities and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Career Growth and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Virtual Customer Care Manager II, you will have access to training and development opportunities to enhance your skills and knowledge, as well as opportunities for career advancement within the company. Our goal is to provide a supportive and inclusive work environment that allows you to thrive and reach your full potential.

Work Environment and Company Culture

Our company culture is built on a foundation of integrity, respect, and teamwork. We believe in creating a work environment that is collaborative, inclusive, and supportive, where everyone feels valued and empowered to contribute. At arenaflex, we are passionate about making a difference in the lives of our customers and our communities, and we are committed to being a responsible and sustainable business.

Compensation, Perks, and Benefits

We offer a competitive compensation package, as well as a range of perks and benefits, including health insurance, retirement savings plans, and paid time off. Our goal is to provide a comprehensive rewards package that recognizes and rewards your contributions to the company.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for the Virtual Customer Care Manager II role at arenaflex. This is an exciting opportunity to join a dynamic team and make a real difference in the lives of our customers. Apply now to take the first step towards a rewarding and fulfilling career with arenaflex.