Builder Customer Service Manager

GRIFFIN COMMUNITIES HAS AN EXCELLENT OPPORTUNITY FOR A SEASONED CUSTOMER SERVICE MANAGER. FOR CONSIDERATION CANDIDATES MUST HAVE THREE YEARS EXPERIENCE OVERSEEING ALL OPERATIONS OF CUSTOMER SERVICE FOR A PRODUCTION HOME BUILDER. ALL OTHER RESUMES WILL BE REJECTED.

?

http://www.griffincommunities.com

?

JOB SUMMARY:???????????????? To provide excellent service and ensure customer satisfaction with all homeowners through effective management of field personnel and putting high priority on timely response to customers.

?

?

ESSENTIAL DUTIES & RESPONSIBILITIES:

?Manage and direct the activities of all department personnel in the completion of warranty service functions.

?Prepare and monitor reports documenting open lists, individual warranty service representative performance, budget status, recurring items and subcontractor cooperation.

?Develop and maintain a regular reporting system summarizing the number, nature, and completion status of orientation items.? Identify recurring items. Investigate and eliminate them where possible.

?On a periodic basis attend orientations and observe the process being used by warranty service representatives to ensure it is consistent and positive.

?Organize and implement preconstruction conferences for new buyers.

?Institute routine homeowner surveys and focus groups.

?Perform quality walks on all homes prior to hand-off from construction.

?Assist warranty service representatives in inspecting and evaluating product quality prior to homeowner orientations.

?Ensure the established inspection checklist is utilized and that all necessary paperwork is properly completed.

?Obtain a list of all upcoming warranty service claim periods and ensure appointments are scheduled for claim reviews.

?Ensure all warranty service items in question are properly inspected.

?Ensure lists of all items are prepared and accepted in accordance with the established warranty service policy.

?When necessary, conduct appointments with homeowners to resolve problems or issues and draft letters in response to questions or concerns.

?Review and approve estimates for any work to be completed by trades.

?Review and approve all invoices for completed warranty service work.

?On a weekly basis, review all service status reports and follow-up on any outstanding items to completion.

?When necessary, determine solutions for unique or unusual warranty service issues.

?Make decisions on items outside the established warranty service period.

?Ensure a warranty service representative facility is established at all new projects as applicable prior to the start-up of all warranty service activities.

?Ensure maintenance activity on project model complexes and market homes? meets established appearance standards.

?Arrange for warranty service team members to assist the construction department in emergency situations.

?Conduct regular job site visits throughout the construction process to inspect production activity and identify any potential areas which may negatively impact customer satisfaction.

?Access, schedule and oversee necessary maintenance for the company corporate building.

?Orient and update sales personnel regarding warranty procedures.

?Assist sales staff in responding to buyers? questions about warranty procedures and services.

?Monitor the content of the ?Caring for Your Home? section of the Homeowner Manual to ensure that buyers receive accurate and complete information about their homes.

?Assist sales and construction personnel in resolving home buyer issues during the construction process.

?Create procedures for processing routine, emergency, and out-of-warranty items, including receiving and screening homeowner lists, obtaining closure on each item reported, and maintaining complete warranty documentation on each home.

?Cooperate with construction to utilize in-house personnel efficiently.

?Develop and maintain a regular reporting system summarizing the number, nature, and completion status of warranty items.

?Recruit and select well-qualified, high potential team members for the warranty service department.

?Continuously educate and train department team members to ensure they are capable of performing all aspects of their position.

?Provide opportunities for professional development of the warranty service staff.

?Conduct bi-annual performance appraisals on department employees and develop internal or external training opportunities for any identified areas of potential improvement.

?Handle any staff performance problems and terminations in accordance with established procedure.

?Strive to achieve a high level of job satisfaction for all team members and create a motivational environment for each employee.

?Provide leadership to warranty service team members by modeling the company values, vision and operating principles.

?Establish and ensure adherence to the policies and procedures for the warranty service department.

?Perform within the values and guidelines of Griffin Communities? Employee Handbook.

?Other duties/special projects as requested.

?

?

SUPERVISORY RESPONSIBILITIES:

?

Warranty Service Coordinator and Warranty Service Representatives.

?

EDUCATION/EXPERIENCE:

?

???????? 5+ years in warranty service and residential development.

???????? Bachelor?s degree or equivalent customer service experience at the management level.

???????? Ability to communicate effectively both verbally and in writing.

???????? Excellent negotiating skills.

???????? Must be detail-oriented and organized.

???????? Capable of commuting to and conducting tours of various job sites.

???????? Computer skills should include knowledge of Microsoft office including Word and Excel.

?

?

PHYSICAL REQUIREMENTS:

?

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.? Similarly, the work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

?

Physical Demands:?????????? While performing the duties of this job, the employee is regularly required to walk terrain that is not yet under construction or under construction.? The employee is occasionally required to drive, stand, walk, reach with hands and arms, and stoop, kneel, or crouch.? The employee must occasionally lift and/or move up to 50 pounds.? Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

?

Work Environment:? The noise level in the work environment is normal.? The employee must occasionally traverse the terrain of a project not yet under construction with or without street or sidewalks.

?