Trumark Homes ยท 3 months ago
Customer Care Manager
Clovis, CA, US
Full-time
Onsite
Senior Level
$110K/yr - $145K/yr
5+ years expTrumark Homes is a multi-disciplinary development company with over 30 years of experience in the homebuilding industry. The Customer Care Manager plays a key role in ensuring exceptional homeowner experiences and oversees the Customer Care Department, leading a team to deliver quality assurance and responsive service.
Real Estate
Responsibilities
Oversees the development, implementation, and distribution of warranty protocols, including limited warranty policy, quality assurance templates, walk-through paperwork, 4-week and year-end walks, disclaimers, post move-in forms, certified communications, and related materials
Provides continuing mentoring, coaching, and leadership training both individually and in group settings
Collaborates with other departments on house readiness, align builder/buyer purchase expectations, schedule QA appointments, and warranty interactions with department, trades, buyers and homeowners
Interfaces with construction to remedy noted items at Quality Assurance check points including buyer final sign-off
Provides guidance for homeowner education in areas such as energy-saving features, utility system performance, building science, and construction defect litigation
The development of troubleshooting guidelines to differentiate between homeowner maintenance and builder warranty
Gives practical direction on the application of written performance standards and industry practices such as building code, SB800, and Residential Construction Performance Guidelines
Supports staff education on Newstar, Zendesk and Build-Pro processes to ensure accurate coding, distribution, tracking, and homeowner sign-offs
Fosters strong relationships with trade partners in each region and community, ensuring accountability to established Trade Partner Work Order guidelines
Reviews and approves all billable expenses, including Purchase Orders with a focus on reducing builder costs
Oversees protocols of all phases of water damage assessment, remediation, build-back, and financial accountability
Acts as the liaison to legal counsel in matters relating to defect lawsuits and other such needs
Oversees the documentation and storage of all department processes
Provides leadership in achieving high Eliant response rates, survey scores, and homeowner referrals
Promotes consistency in the application of department process across all regions
Ensure appropriate staff coverage for after-hours, holidays and PTO time off
Other duties as assigned
Qualification
Required
Minimum 5 years of experience in Customer Service, preferably with a homebuilder or related industry
Excellent written and verbal communication skills
Proficient in Microsoft applications such as Outlook, Word, and Excel
Working knowledge of ticketing software such as Newstar, Zendesk, and Build-Pro
Solid understanding of industry practices and performance standards
Strong aptitude for working with internet tools such as A.I. to acquire solutions
Relationship driven approach with excellent interpersonal skills, including conflict resolution
Solutions-oriented leader who fosters teamwork, and is committed to quality outcomes
Delivers on personal goals and holds team accountable to defined goals
Strong organizational skills driven by ownership of department and company goals
Valid driver's license and clean driving record required
Preferred
Experience in the residential construction industry preferred
Benefits
Exceptional Medical Benefits (100% Employee + 60% Dependent)
401k with company matching, we are helping you plan for future retirement
A monthly health / wellness stipend just for you
Company
Trumark Homes
Our mission is to enhance and inspire the lives of people by creating inspiring living environments.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase