Essential Duties and Responsibilities

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  Plan and direct warranty activities of the Customer Services Technicians, Customer Service Assistants, and other staff as assigned specific geographical areas


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  Meet with homeowners and/or subcontractors to resolve warranty disputes


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  Assist with developing and continually update Customer Service department policies and procedures and Homeowner's Manual


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  Monitor, maintain and enforce all budgets


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  Set appointments with homeowners pertaining to items deemed not warrantable


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  Manage a staff of customer service representatives and ensure that customers are retained, satisfied and that their needs are fulfilled


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  Responsible for designing and implementing improved processes and operational policies


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  Recommend changes to products or services to fulfill customer needs


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  Total involvement with training, communication and development of all service personnel


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  Review every service request, manage assignments and offer preliminary guidance as needed to properly prepare the warranty service manager for working each claim


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  Meet with homeowners and subcontractor when necessary to resolve issues


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  Constantly work toward lowering average completion time for requests and service satisfaction for homeowners

Supervisory Responsibilities

Directly manages two or more employees in the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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