Customer Service Manager

Description

D.R. Horton, Inc., the largest homebuilder in the U.S. founded in 1978, is a publicly traded company on the New York Stock Exchange. It specializes in constructing and selling high-quality homes primarily for entry-level and first-time move-up markets. The company also offers mortgage financing and title services through its subsidiaries. For more information, please visit www.drhorton.com

We are currently seeking a Customer Service Manager for our Warranty Department. The ideal candidate will oversee the overall performance and service quality of the Customer Service Department, ensuring the delivery of superior warranty services and homeowner satisfaction.

Essential Duties and Responsibilities

• Plan and direct warranty activities of Customer Service Technicians, Assistants, and other staff.
• Develop and maintain updated policies, procedures, and the Homeowner's Manual.
• Supervise and coordinate service / warranty activities to ensure quality delivery.
• Design and implement improved processes and operational policies.
• Recommend product or service changes to meet customer needs.
• Lead training, communication, and development of Customer Service personnel.
• Review and manage assignments, guiding technicians in claim preparation.
• Monitor and enforce budgets.
• Review and approve warranty department invoices.
• Work towards reducing completion times and enhancing homeowner satisfaction.
• Generate reports on warranty requests and status per community and technician.
• Track warranty expenditures per home, superintendent, and quarter.
• Meet with homeowners and subcontractors to resolve escalated issues.

Supervisory Responsibilities

Directly supervises two or more employees in the Customer Service Department, including hiring, training, performance appraisal, and resolving employee issues, in accordance with company policies and laws.

Qualifications

Education and / or Experience

Join our successful team at a Fortune 500 company! We offer excellent benefits including :

Build YOUR future with D.R. Horton, America's Builder. #WeBuildPeopleToo

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