Director Of Customer Care

Customer Care

Charlotte, NC

ID: 2976-350

Full-Time/Regular

Are you interested in joining a company culture where accountability, top performance, and teamwork are valued and rewarded? A company that is dedicated to insightful design and superior craftsmanship, the company is setting a new standard in homebuilding and customer experience.

Tri Pointe Homes Charlotte is looking for an experienced, enthusiastic individual to join our talented group as a Director of Customer Care.

Position Highlights: The Director of Customer Care is responsible to supervise daily operations and management of personnel while ensuring efficiency, cost-effectiveness, and absolute customer satisfaction. Leads and oversees the department with a focus on strategic and tactical initiatives and programs designed to deliver high-quality services to the rest of the Company; focus areas include staffing, interdepartmental communications, interaction with auditors, vendors, and other external parties, performance metrics, and reporting.

Position Responsibilities

• Interact with local Code Enforcement officials and the State Contractors Board as required.
• Proactively develop ways to improve purchasing, construction, and proper expectation setting, to reduce the frequency of customer complaints.
• Understand core components of various scopes of work to ensure trade partner accountability.
• Develop and implement strategies to identify potential homeowner issues where major cost factors may be encountered. Present strategic plan and departmental reports to Brand/Division Leadership and TRI Pointe Group (TPG) Leadership.
• Works closely with the Customer Care team to monitor the tracking of open service orders and assigning workflow and responsibilities. Establishes productivity levels that can be used to pre-determine hiring needs.
• Oversee the scheduling of trade partners to handle service requests completely and cleanly on the first trip.
• Develop and maintain up-to-date product and home care knowledge to provide feature/function/benefits information to homeowners, train department team members, and set proper maintenance and performance expectations.
• Focus on division/brand results in the direction of the Customer Care Team as it aligns with companies overall business plan goals.
• Develop and maintain proper staffing levels across all lines of Customer Care.
• Stay abreast of value engineering best practices to mitigate cost without loss of value to the customer and quality.
• Hold team members and trade partners accountable for complying with federal/state/local regulations and following proper procedures to respond to audits and inspections.
• Control and be responsible for all warranty costs. Establish and hold the team accountable to regular hourly rates and not to exceed amounts. Negotiate with trade partners and/or investigate above normal estimates and invoices. Track individual expenditures in Concur or other accounting programs. Approve vendor invoices for payment.
• Other duties as assigned.
• Guide and enhance the professional development of direct report staff. Provide coaching, feedback, and direction to ensure the achievement of business and professional goals.
• Ensure department team members properly evaluate/inspect work done by trade partners.
• Develop departmental guidelines and procedures to ensure team members are responding to homeowner issues in a timely, efficient, professional manner that adheres to companies’ policies.
• Models and reinforces actions consistent with the Company’s values, vision, and culture in line with the core competencies listed on the following page(s).
• Understand the critical milestones in the construction management process from start to finish, and how such milestones (activities during such) play into customer service issues/requests.
• Participate and/or conduct regular team meetings and training sessions.
• Thoroughly understand scopes of work and engage trade partners to improve quality and efficiency.
• Ensure Customer Care database and/or IT application systems are up-to-date for scheduling dates, service providers, and other relevant information.
• Ensure Customer Care team members perform quality control inspections and homeowner orientations within company guidelines.
• Ensures departmental compliance with financial and accounting policies, internal control procedures, and practices.
• Ensure all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes are completed in an accurate and timely manner.
• Responsible for developing the strategic plan for the department to execute on daily, weekly, monthly, and quarterly goals.
• Actively participate in Eliant Survey reviews and follow up with Customer Care department team members, homeowners, and trade partners to increase survey response rates and satisfaction results.
• Provides training for sales, construction teams, and outside parties on proper expectation-setting for the warranty program.
• Focus on employee and leader development, including succession planning.
• Ensure customer care team builds strong relationships and maintains appropriate and regular contact with homeowners and trade partners, with updates regarding Customer Care requests, product information, and warranty coverage details.
• Ensure proper department coordination and scheduling of trade partners to perform necessary Customer Care repairs.
• Effectively diffuse escalated customer care matters.
• Utilizes data to drive results and prioritize improvements.
• Develop a strategic plan to eliminate unnecessary budget variances.
• Maintain a safe, civil, and clean work environment within all work sites. Abide by individual employee safety policies, stay up to date with job site safety training and guidelines, and exercise the courage to intervene and report any unsafe work conditions.
• Perform accurate assessments of service requests submitted by homeowners (assist Customer Care Representatives in determining what is covered, not covered).
• Work with the production team and management to ensure aligned understanding of where the most time should be spent (critical tasks) during the home building process and how the quality of various home building materials is determined, from foundation to finish – to improve livability and customer satisfaction. Utilize “service trends” to benchmark improvement areas needed in the construction process.
• Build strong relationships with the trade partner/contractor base and collaborate with Construction and Purchasing leadership team members to ensure trade partners are held accountable and managed appropriately.
• Ensure all company-provided equipment in compliance with company policies.
• Track and review industry trends and work with production and purchasing departments to create improvement strategies. Seize opportunities to benchmark and share best practices with other division offices and departments.
• Review and understand building plan documents.
• Maintain positive relations with third-party players who are part of the operating process, such as trade partners, architects, designers, etc.
• Creates annual budget and is responsible for the budget oversight of departments and/or communities. Provides business justification for capital and resource needs.
• Review customer care signoffs to ensure full completion of warranty service requests and complete follow-up phone interview with homeowners and subcontractors to ensure 100% of all warranty repairs have been completed to the warranty guidelines and standards.

Position Qualifications

• Strong PC skills required, with a high level of proficiency in Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint, and MS Outlook), Adobe Pro, and internet-based programs such as Internet Explorer and Google Chrome. Prior experience with Corrigo is a plus.
• A minimum of 3 years of leadership/management experience is required.
• A high school diploma or general education degree (GED) is required. BA/BS degree or equivalent preferred.
• Must possess a valid Driver’s License, reliable vehicle, and auto insurance.
• A minimum of 5 years of experience in directing, coordinating, and supervising staff in Customer Care required (homebuilding a plus).

At Tri Pointe Homes, we are intentional about fostering an environment where you, and all individuals, are encouraged to be their authentic selves. We embrace individuality and strive to be consciously inclusive of different backgrounds, experiences, and perspectives in every aspect of our business. We believe our company’s strength relies on the diversity of the team and the unique, innovative ideas everyone contributes.

Pursuant to the California Consumer Privacy Act of 2018, if you are a California resident, you have the right to know the categories of personal information that we collect about job applicants, employees and their emergency contacts and beneficiaries, and independent contractors. Please click here for a description of our personal information collection practices.

We are an Equal Opportunity Employer, which means we make employment decisions based on merit and qualifications and are committed to providing equal opportunities for all applicants and employees without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, sexual orientation, gender identity or expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state or local laws.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for an open position or to participate in an interview, please let us know.