Customer Care Manager (Residential Building)

We are a construction-based company in the Sacramento and North Bay areas. We are currently looking for Customer Care Managers to handle home warranty claims for new homeowners in the residential homebuilding industry. We are the liaison between the builder, trade partners and homeowners to assess, schedule and complete homeowner warranty claims to the highest satisfaction levels

Job Description:

The duties of the Customer Service Representative (CSR) will be managing 2-3 residential communities. The home warranty claims will cover issues that arise with the first 18mos of home occupancy to include scheduling subcontractors, managing and ultimately completing each claim. We aim to close each claim to the high satifaction standards possible. Claims can be assessed both virtually and in person, as needed. Prior experience in this field is preferred. 

Responsibilities:

• Management of warranty claims
• Excellent communication skills
• Pass a criminal background check
• Have a valid drivers license and insurance
• Evaluate claims and schedule subcontractors for completion
• Conduct follow-up visits/emails with the homeowner
• Maintains customer satisfaction thru life of claim
• Work closely with and hold subcontractors accountable for any substandard work and quality repairs
• Provide excellent customer service through warranty service and administration, under trying circumstances at times
• A workable degree of computer experience
• Ability to work in a busy, sometimes demanding, environment
• Visit the home to inspect and assess the issue and determine if it is under warranty
• Schedule, set, and communicate all service request work
• Perform all necessary follow-through communication, and scheduling with both the homeowner and thetrade to complete service requests
• Keep accurate service request logs and documentation of all work performed

Education: No Requirements

Experience: 18 months

• Prior experience in this field is preferred. 

Physical:

• bending /stooping
• standing
• lilting up to 25lbs
• occasionally driving for long periods

Skills:

• Good communication skills
• high level of customer service
• Problem solving and scheduling
• Time management and strong organizational skills
• Knowledge of construction processes and building codes and safety standards
• Min 2 years of experience in construction or related management
• Ability to work in a busy, sometimes demanding, environment
• An eye for quality, and tenacious follow-up
• Perform all necessary follow-through communication, and scheduling with both the homeowner and the trades to complete service requests
• Keep accurate service request logs and documentation of all work performed

Related Experience: CCM, CSR, home warranty rep 

Titan Workforce has locations in Roseville, CA and Manteca, CA

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