Customer Care Manager

Job Description

Job Description

Who We Are :

Our mission is to enhance, inspire and grow. We enhance the lives of people by creating inspiring living environments. With over 30 years of experience, we’re no strangers to the homebuilding industry. We are a multi-disciplinary development company with neighborhoods in Northern and Southern California, and Colorado! Since our genesis, we have always strived to set ourselves apart from other builders. We do this by looking ahead. We make sure that the products we are providing are the best for our homebuyers; that they fit into life today and in the future; that the surroundings are inviting and purposeful. When we Trumark our homes, it is because they reach every one of these criteria.

Overview :

The Customer Care Manager plays a key role in ensuring our homeowners have an exceptional experience, from move-in readiness to warranty support and beyond. This position oversees all aspects of the Customer Care Department, leading a team that delivers quality assurance, clear communication, and responsive service that builds trust and inspires homeowners to recommend us to friends and family. This role requires strong communication, cross-department collaboration, and a balance of operational excellence with hands-on customer engagement.

Key Responsibilities :

• Oversees the development, implementation, and distribution of warranty protocols, including limited warranty policy, quality assurance templates, walk-through paperwork, 4-week and year-end walks, disclaimers, post move-in forms, certified communications, and related materials.
• Provides continuing mentoring, coaching, and leadership training both individually and in group settings.
• Collaborates with other departments on house readiness, align builder / buyer purchase expectations, schedule QA appointments, and warranty interactions with department, trades, buyers and homeowners.
• Interfaces with construction to remedy noted items at Quality Assurance check points including buyer final sign-off.
• Provides guidance for homeowner education in areas such as energy-saving features, utility system performance, building science, and construction defect litigation.
• The development of troubleshooting guidelines to differentiate between homeowner maintenance and builder warranty.
• Gives practical direction on the application of written performance standards and industry practices such as building code, SB800, and Residential Construction Performance Guidelines.
• Supports staff education on Newstar, Zendesk and Build-Pro processes to ensure accurate coding, distribution, tracking, and homeowner sign-offs.
• Fosters strong relationships with trade partners in each region and community, ensuring accountability to established Trade Partner Work Order guidelines.
• Reviews and approves all billable expenses, including Purchase Orders with a focus on reducing builder costs.
• Oversees protocols of all phases of water damage assessment, remediation, build-back, and financial accountability.
• Acts as the liaison to legal counsel in matters relating to defect lawsuits and other such needs.
• Oversees the documentation and storage of all department processes.
• Provides leadership in achieving high Eliant response rates, survey scores, and homeowner referrals.
• Promotes consistency in the application of department process across all regions.
• Ensure appropriate staff coverage for after-hours, holidays and PTO time off.
• Other duties as assigned.

Qualifications :

Why Work for Trumark?

EEO Statement

At Trumark Homes, we are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in employment decisions, including recruiting, hiring, compensation, promotion, benefits, disciplines, termination, job assignments, or training.

Statement to Outside Staffing Agencies

Trumark Companies ("Trumark") does not accept unsolicited resumes from recruiters, agencies, or any source other than directly from the candidate. Trumark will NOT pay any fees for placements resulting from unsolicited submissions. Trumark’s recruiting department handles all recruiting / hiring processes – please do NOT contact other Trumark employees (including the hiring manager) directly to present candidates or to engage them for recruiting / staffing services. Only Trumark’s recruiting department is authorized to engage in recruiting and staffing services; any unsolicited submissions or engagements by recruiters, agencies, or any other source will be deemed to have been made free of any charges, fees, or obligations.