Senior Customer Care Manager
Sr. Customer Care Manager
Centennial, CO
Highlights :
- BUILT TO HONOR PROGRAM RECOGNIZED AS 2020 HEARTHSTONE AWARD WINNER : winner for its leadership and commitment in support of our veterans and their families as they rebuild their lives.
- 2020 Best Workplaces for Women ™ by Fortune and Great Place to Work®.
- 2021 Fortune 100 Best Companies to Work For® by Great Place to Work® and Fortune, ranking #75.
- 50 Markets : Operations in approximately 50 major metro markets
- Opportunity : Internal promotion is a key priority and job security is strong
- Compensation : Strong compensation package with significant bonus that typically pays out well over target
Responsibilities :
Responsible for managing Customer Care Managers in responding to complex / large service requests and managing those requests according to standard processes.
Manages risk and litigation issues stemming from warranty issues.
What you will do :
- Manage escalated and large warranty issues for closed homes, including insurance / litigation.
- Conduct in-person homeowner assessments on an as needed basis.
- Determine if corrective work order is needed.
- Lead root-cause analysis.
- Manage trades to completion of service requests to customers’ satisfaction.
- Perform minor service-related tasks (e.g., adjustments, repairs), as requested.
- Establish and maintain positive customer relationships.
- Determine trade accountability for back charges and P.O.’s.
- Authorize payment for work performed up to approval limits.
- Follow applicable legal protocol and process necessary workflow.
- Partner with other Customer Care Managers to address escalated homeowner concerns.
- Manage, contain, and continuously improve warranty spend.
- Participate in Lean initiatives to improve overall efficiencies of the Division.
- Communicate and facilitate training to FMs on product or process issues to eliminate long-term risk.
- Assist PIM in identifying top warranty spend opportunities.
- Assist in developing plan / process to reduce costs.
What you will need :
- Minimum High School Diploma or equivalent
- Bachelor’s Degree Preferred
- Minimum of 5-7 years customer service, warranty, or construction experience or equivalent
- Minimum of 2 years at Customer Service Manager II or equivalent
- Strong customer orientation and ability to adapt / respond to different personality types
- Strong emphasis on quality of service and follow-up
- Excellent communication and listening skills
- Analytical ability necessary to perform root cause analysis
- Ability to manage warranty / customer service processes
Senior Enablement Manager Customer Success
Key Responsibilities:Own the Customer Success training program, including curriculum outline, content development, and deliveryDevelop and maintain training content for customer platform adoption and self-serve trainingMeasure and report on the effectiveness of enablement programs and optimize resul...
Senior Customer Success Manager, Enterprise
Instrumental in the success and retention of Dialpad customers, our Customer Success and Professional Services teams are the backbone of our company. Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the cu...
Senior Project Manager Customer Success Projects
A company is looking for a Senior Customer Success & Project Manager in the USA. ...
Senior Department Manager Urgent Care
The Senior Department Manager role is distinct from Department Manager role based on a number of operational factors including the number, complexity, and geographic span of departments managed as well as the complexity of care delivered, and level of cross-departmental integration required for oper...
Senior Customer Success Manager Remote
A company is looking for a Senior Customer Success Manager. ...
Senior Department Manager Urgent Care
The Senior Department Manager role is distinct from Department Manager role based on a number of operational factors including the number, complexity, and geographic span of departments managed as well as the complexity of care delivered, and level of cross-departmental integration required for oper...
Premier Care Customer Account Manager - Payroll and Benefits
The Customer Account Manager team is a segment of our Care team, dedicated to building and expanding relationships with our customers. You will guide customers through our newest product features, provide proactive customer education and support, partner cross-functionally, move quickly to strategiz...
Senior Customer Excellence Manager - West US Region
Anticipates new customer segments and tailors marketing strategies to meet both current and future customer needs. Initiates and drives new products and services based on changing customer needs as well as new customer segments. Stryker is a global leader in medical technologies and, together with i...
Senior Events and Customer Relations Manager
Senior Events and Customer Relations Manager. Plan, coordinate, and execute all trade show and customer relations activities. Assist with monitoring of third-party sales team to ensure positive customer experience and following regulatory compliance. Responsible for accelerating the transformation o...
Memory Care Manager
Balfour Senior Living in Littleton, Colorado is hiring an experienced Memory Care Manager. The Memory Care Manager will serve as an ongoing resource, leading in problem-solving and providing guidance to memory care unit team members. If you are passionate about working with seniors, particularly tho...