• Quality Assurance / Customer Care Area Manager

    Job ID
    2018-4094
    Category
    Customer Service
    Location
    Federal Way, WA
  • Overview

    POSITION SUMMARY:

     Supervise, coordinate and manage daily operations of customer care associates, thorough inspections of every home delivered by construction to provide list of any deficiencies and a re-inspection when list is completed.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

     

    • Pre-walk home sites to provide completed Quality Assurance walk for construction to deliver home to customer; provide quality control of finished product
    • Mentor, Train and supervise Customer Care associates while monitoring adherence to company policies/procedures
    • Coordinate with the Construction Department staff and trade partners in the completion of Quality Assurance walk items insuring repairs within 5 days and final sign offs before homeowner orientations
    • Manage customer care associates and assist with elevated service requests, by dealing directly with Associates and Homeowners
    • Provide feedback to director of customer care on ongoing or reoccurring warranty issues .
    • Provide accurate and timely information to Director of Customer Care on Customer care associate development progress
    • Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service
    • Evaluate trade partner and product performance.  Provide on going information to Director of Customer Care as it relates to quality of workmanship and materials
    • Work with Director of Customer Care on special projects as needed
    • Participate and attend department meetings
    • Keep accurate service request logs and documentation of all work performed
    • Perform all other duties as assigned

    Qualifications

    EDUCATION AND ADDITIONAL REQUIREMENTS:

     

    • Four (4) years residential, customer care or construction field
    • High school diploma or GED required
    • Valid driver’s license
    • Maintain regular attendance and punctuality relative to daily work schedule is required
    • Excellent communication skills, verbal and written
    • Strong organizational and interpersonal skills
    • Must be able to deal effectively with confrontational situations and maintain objectivity in public relations
    • Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines
    • High degree of construction knowledge
    • Understand and follow work rules and procedures
    • Abitlity to motivate and direct Associates
    • Team player

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