Customer Care Manager

Who We Are:

Our mission is to enhance the lives of people by creating inspiring living environments – enhance and inspire. For over 35 years, Trumark has been a leading real estate development company with divisions in Colorado, Washington, Northern, Central, and Southern California. We strive to set ourselves apart from other builders by looking ahead. We make sure that the products we are providing are the best for our homebuyers, that they fit into life today and in the future, and that the surroundings are inviting and purposeful.

Overview:

Manage day-to-day operations of customer care team in an organization where customer service is core to the customer value proposition. Core responsibilities include creating process, technology and systems to manage and report the productivity and effectiveness of the team. This role will also play a critical in motivating and leading a team in a fast growing and dynamic organization.

Essential Duties:

• Hire and develop your own customer service team.
• Eventually Manage customer service representative team to achieve high customer satisfaction through timely and personable interactions.
• Support a process and manage customer complaints and escalations in alignment with management expectations.
• Bring forward ideas and solutions for making customer experience the best it can be, specifically related to technology, process and staffing.
• Provide weekly reports on productivity and effectiveness of the customer service team.
• Contribute to monthly operational reports on customer trends, preferences, satisfaction scores.
• Lead the planning and implementation of customer service technology integration with sales force to improve functions such as real-time customer relationship management tools and reporting, online and phone interactions.
• Drive quality assurance of customer care team, including maintaining team policy and procedures as well as motivating and encouraging the team.
• Communicate frequently, and cross-functionally to achieve project goals within timelines.
• Track and present findings to leadership with clarity and confidence.
• Work independently.
• Participate in collaborative meetings within other departments.

Education and Additional Requirements:

• Bachelor’s degree preferred.
• Minimum 5 years of customer care/customer management experience.
• Ability to manage Customer Relations Management (CRM) systems, and web applications.
• Proficiency in MS Word Excel, Access, PowerPoint and Projects applications.
• Demonstrate ability to drive, improve and develop processes.
• Understand strategy and roadmaps of the business teams.
• Strong analytical skills.
• Good communication and interpersonal skills.
• Other duties as assigned.

Why Work for Trumark?

• Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.
• We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water.
• Exceptional Medical Benefits.
• Monthly wellness stipend.
• 401k with company matching, we are helping you plan for future retirement.

EEO Statement

At Trumark Homes, we are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in employment decisions, including recruiting, hiring, compensation, promotion, benefits, disciplines, termination, job assignments, or training.

Statement to Outside Staffing Agencies

Trumark Companies ("Trumark") does not accept unsolicited resumes from recruiters, agencies, or any source other than directly from the candidate. Trumark will NOT pay any fees for placements resulting from unsolicited submissions. Trumark’s recruiting department handles all recruiting/hiring processes – please do NOT contact other Trumark employees (including the hiring manager) directly to present candidates or to engage them for recruiting/staffing services. Only Trumark’s recruiting department is authorized to engage in recruiting and staffing services; any unsolicited submissions or engagements by recruiters, agencies, or any other source will be deemed to have been made free of any charges, fees, or obligations.