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Customer Care Manager

Position Overview

The Customer Care Manager is responsible for the management and leadership of the Customer Care department. Manages the growth, retention, and development of the customer care team, and ensures timely completion of all service requests. The Customer Care Manager is the resident champion of the complete homeowner experience.

Job Qualifications

The ideal candidate will have a background or field of study in construction or a related industry with 5+ years of experience in customer service and people management. The candidate should have the ability to balance multiple tasks and meet deadlines without compromising quality or productivity. The Customer Care Manager is driven to serve others as an authentic role model of the Hubble Homes purpose, vision, and values.

Essential Job Functions

The Customer Care Manager will be responsible for executing the scope of work including, but not limited to the responsibilities below:

  • Lead the Customer Care department, including, but not limited to the customer care coordinator, customer care representatives, and if applicable, community coordinators, as directed by division leadership. The Customer Care Manager outlines work objectives for their team members, provides guidance, facilitates regular training, performs regular evaluations, and fosters opportunities for personal and career development.
  • Leads the Customer Care department and trade partners in living and promulgating the Hubble Homes purpose, vision, and values. Advocates for trade partnerships above industry norms.
  • Drives a PDCA cycle to improve the customer experience, providing feedback and programmatic input across all departments. Conducts root-cause analysis to inform recommendations to improve means and methods of construction and repair.
  • Partners with superintendents, trade partners, and suppliers daily to improve process and to resolve homeowners' requests for service.
  • Responsible for the timely resolution of all incoming customer service calls.
  • Receives and reviews all requests for service from customers.
  • Responsible for QC platform & process enhancements. Manages the execution of the QC5 process within the customer care team.
  • Manages the production of warranty manuals and materials provided to homeowners, with cooperation and coordination from other departments as required.
  • Responds to elevated homeowner concerns.
  • Facilitates regular team meetings to review status of outstanding customer issues, and to strategize with the team in means and methods to overcome challenges and delight customers.
  • Follows up with homeowners in response to negative surveys and feedback, generates notes in BuildPro and other approved IT systems, facilitates meetings or corrective work as required.
  • Collaborates with division leadership regarding challenges arising from elevated customer requests and non-responding trade partners to determine appropriate action.
  • Reviews pre-carpet inspections, walkthrough completions, customer feedback, and trade partner performance reports.
  • Manages emergency and hot issue service requests and associated correspondence.
  • Collaborates with division leadership to research and address systematic defects in workmanship (these may include, by way of example only, mold claims, leaks, disruptive lifestyle issues). Participates in collaborative efforts to update, enhance, and enforce scopes of work with trade partners.
  • Places phone calls to homeowners to verify appointments and or completions, as needed.
  • Provides timely reporting to customer care team and division leadership as requested.
  • Reviews open customer care service requests and manages aging service requests.
  • Contacts trade partners to confirm scheduled appointments with homeowners on elevated claims.
  • Responds to all customer care representative and superintendent requests for information on homeowners, trade partners performance, etc.
  • Reviews and approves all billable warranty work orders and customer care related invoices. Determines and directs appropriate application of back charges.
  • Manages production and acquisition of consumables required to perform department and customer-facing responsibilities, including, but not limited to forms and touchpoint related materials. Collaborates with division leadership to ensure proper branding on customer-facing materials.
  • Provides information as requested by division leadership to assist counsel in response to litigation and potential litigation.
  • Participate in weekly division leadership staff meetings and other meetings as requested by division leadership.
  • Manages and reviews monthly warranty expense. Counsels with customer care team to ensure proper expenditure of company resources.
  • Participates in corporate initiatives related to customer care and performance.
  • Participates in corporate claims meetings as requested by division leadership.

Technical Qualifications

  • Must be proficient with computers, including Microsoft Office, including the effective use of Microsoft Excel.

Employment Details:

  • Full-time, exempt.
  • Reports to Vice President of Operations.

Benefits Available:

  • 401(k) with employer match
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • This position works ordinary work hours Monday through Friday, although some weekend work may be required to respond to emergency service requests.

Education:

  • High School diploma or equivalent required. A Bachelor’s Degree in Construction Management or a related field is preferred.

Experience:

  • Customer relationship management and/or people management: 5 years (preferred).

Work Location:

  • Corporate office in Meridian, Idaho.
  • Travel to Hubble Homes communities throughout the region.

We recognize that few applicants may "check all the boxes," but each person has unique strengths they would bring to the table. We are committed to building a diverse and authentic work culture, so we invite you to apply anyway. You belong here!

Hubble Homes is an equal-opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability, or any characteristic protected by law. Diversity is critical to the growth of our company with an understanding of the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodation for candidates with disabilities during the recruiting process. If you need assistance due to a disability, please get in touch with us.

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701 South Allen Street #104, Meridian, ID 83642 | 208-433-8800
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