Customer Service Manager

Summary: Performs a highly structured and cohesive interaction with the NeuHome Advisor and Construction Manager to provide 'Undisputed Best' customer satisfaction throughout the entire construction process; demonstrates strong sense of business acumen through leadership, coaching and mentoring; additional duties to include all warranty walks and managing Trade Partner involvement in the warranty process.

Responsibilities: Call all customers at least 5 days prior to scheduled service walks in an effort to resolve any issue or order materials to provide on-the-spot service reducing call backs Ensure quality standards of NHI are upheld with all trades through Pre-Drywall Quality Walk and Showroom Quality Certification process Assure completion of Pre-Drywall Quality Walk Certification inspections Notify the customer within 24 hours upon completion of Pre-Drywall Quality Walk Certification Conduct and complete Showroom Quality Certifications Notify the customer within 24 hours upon completion of SQC Conduct home warranty service inspections using twenty (20) point checklist Document and input all homeowner warranty information into the NIS system Create customers for life by establishing and maintaining rapport with homeowners on an on-going basis Supervise Trade Partners to effectively respond to and resolve customer’s warranty service items, questions and concerns on-the-spot while maintaining the highest level of customer satisfaction Monitor and maintain Front Stage appearance standards in customer’s home while warranty service is being performed Maintain job safety standards at all times and ensure compliance with all Occupational Safety and Health Administration (OSHA) and NHI safety standards Participate in the emergency pager rotation Participate in weekly community meetings Complete the Neumann Homes Production and Customer Service Certification process prior to managing homes Participate in regularly-scheduled calls to customers with the NHA and Construction Manager Obtain certification through Neumann Homes production and customer satisfaction process prior to managing homes Mentor and coach Customer Service Representatives for development Enter all customer contact information into NIS REQUIREMENTS
High school diploma or GED equivalent Minimum 2-3 years of residential construction experience preferred Proficiency with computers Fluency with appropriate Microsoft Office applications Strong attention to detail Strong interpersonal communication skills Ability to focus on customer needs and continually search for ways to increase customer satisfaction Ability to build and promote teamwork Ability to clearly and effectively articulate key customer needs Ability to build effective relationships with customers, the community, Trade Partners and other Team Members Ability to understand agendas and perspectives of others Ability to effectively manage multiple tasks and priorities Ability to lift a minimum of 20 pounds Ability to climb a ladder Ability to walk on uneven groundRelated Keywords:customer, service, construction