Clayton · 1 day ago
Customer Care Manager
ABQ-SF Metro Area
Full-time
Onsite
Senior Level
5+ years expClayton is a company focused on the manufactured home building industry, and they are seeking a Customer Care Manager to lead a team in responding to warranty service claims. The role involves overseeing customer service requests, work orders, and ensuring compliance with state and federal regulations while promoting customer satisfaction.
Real Estate
Hiring Manager
Joe Lessor
Responsibilities
Lead a team that will follow through to completion customer service requests and work orders through a warranty bill back process, the use of facility service technicians, and independent contractors
Oversee the parts orders process by Parts Coordinator: create, pull and distribute parts orders based on the service request that will originate from customer service technicians, retailers, and builders
Oversee the work orders process by Service Coordinator: enter and edit customer service work orders, research history, and report to government agencies. Document and file all necessary information to comply with company and government regulations
Ensure that all work orders, requests for service, and requests for payments are within the written policy requirements. Escalate special circumstances, when applicable
Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team)
Provide verbal and written feedback to the state of the customer service department to the general manager, senior facility staff, and management at the home office
Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service
Provide support, knowledge, and input into the Net Promoter Score (NPS) process
Adhere to and support all Clayton policies and procedures
Follow and enforce all federal processes and requirements of 24 CFR Part 3282; specifically, but not limited to Subpart I and F
Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 328 and our DAPIA
Follow and enforce all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations
Follow and enforce all CMH Manufacturing, Inc. policies with regard to the hiring, regulation, and continuous employment of all independent contractors
Other duties as assigned
Qualification
Required
Proficient with use of computers, able to successfully learn the programs necessary to complete all job responsibilities
Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and corporate
Proven ability to lead and manage multiple team members towards improved customer experience
Proven record using PEMC process successfully
Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed)
Must be able to lift and carry up to 50 lbs
Work may require stooping, bending, crouching, crawling, pushing, and / or pulling
Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others
Work environment is not temperature controlled and may result in exposure to extreme temperatures
Work primarily involves sitting / standing, up to 4 hours at a time
Preferred
5-7 years of experience in the manufactured home building industry
Company
Clayton
Founded in 1956, Clayton is committed to opening doors to a better life through homeownership.
10001+ employees
H1B Sponsorship
Clayton has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (7)
2023 (5)
2022 (1)
2021 (5)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
unknown2003-08-07Acquired
Leadership Team
Colt Davis
Chief Operating Officer, Home Building Group
Brooke Henry
Executive Assistant To Chief Information Officer
Recent News
2025-12-19
Morningstar.com
2025-09-24
Company data provided by crunchbase