Essential Duties and Responsibilities  

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  Plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned


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  Develop and maintain updated Customer Service department policies and procedures and Homeowner's Manual


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  Supervise and coordinate Customer Service Technicians service/warranty activities to ensure delivery of quality products to customers


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  Responsible for designing and implementing improved processes and operational policies


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  Recommend changes to products or services to fulfill customer needs


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  Total involvement with training, communication and development of all Customer Service personnel


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  Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim


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  Monitor, maintain and enforce all budgets


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  Review and approve all warranty department invoices


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  Constantly work toward lowering average completion time for requests and service satisfaction for homeowners


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  Generate reports to manage the current number of “outstanding” and “completed” warranty service requests per community, per Customer Service Technicians


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  Track warranty expenditures per home, per superintendent, per quarter


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  Meet with homeowners and/or subcontractors to resolve escalated warranty disputes/issues

Supervisory Responsibilities        

Directly supervises 2 or more employees in the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.