Are you a customer-centric professional with a passion for delivering exceptional service and resolving complex issues? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, a leading residential builder and FORTUNE 500 company, as our Virtual Customer Care Manager.
**About arenaflex**
arenaflex is a pioneer in the residential building industry, dedicated to providing the American Dream of homeownership to families for over 60 years. Our commitment to quality, innovation, and customer satisfaction has earned us a reputation as one of America's top residential builders. We believe that success starts with having the right people, and we're looking for talented individuals like you to join our team.
**Job Summary**
As a Virtual Customer Care Manager at arenaflex, you will be responsible for 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 a unique opportunity to work in a dynamic environment where you will be empowered to make a real difference in the lives of our customers.
**Key Responsibilities**
* Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365
* Conduct analysis of issue via the virtual appointment 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 the 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 the 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
**Management Responsibilities**
* Delegate work according to employee's abilities and skills
* Provide input to employee's performance evaluations
* Assist in the identification of internal and external training opportunities
* Provide continuous coaching with regard to functional and leadership standards (technical skills and behaviors)
**Scope**
* Decision Impact: Division
* Department Responsibility: Single
* Budgetary Responsibility: No
* Direct Reports: No
* Indirect Reports: No
**Physical Requirements**
* The position may involve sitting, standing, driving, and/or movement, the ability to exert a 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.
* Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building.
* Ability to work in various weather conditions – heat, rain, cold, etc.
**Required Education/Experience**
* Minimum High School Diploma or equivalent
* Bachelor's Degree preferred
* Minimum of 1-2 years of construction industry experience
* Proven customer care experience with a strong emphasis on quality of service, and follow-up
* Required Licensing, Registration and/or Certifications:
+ Valid driver's license as driving is an essential function of this position
**Required Skills/Knowledge**
* 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 excellent 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
**Work Environment and Company Culture**
* arenaflex is committed to diversity and inclusion, and we value the differences of each employee.
* We offer a rich, fulfilling, and rewarding career across multiple geographies and brands.
* Our company culture is built on a foundation of trust, respect, and open communication.
**Compensation, Perks, and Benefits**
* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* We also offer opportunities for professional growth and development, including training and education programs.
**How to Apply**
If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity/affirmative action employer. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.
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