Customer Care Manager

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

Position Summary: The Customer Care Manager is responsible for leading a team that will respond competently, promptly, and efficiently to claims for warranty service or reimbursement in a manger which follows state and federal guidelines, satisfies our customers, enhances the reputation of our retailers, and contributes to the profitability of our company.
Duties / Responsibilities:
• Lead a team that will follow through to completion customer service requests and work orders through a warranty bill back process, the use of facility service technicians, and outside independent contractors.
• Oversee the parts orders process by Parts Coordinator: create, pull and distribute parts orders based on the service request that will originate from customer service technicians, retailers, and builders.
• Oversee the works orders process by Service Coordinator: enter and edit customer service work orders, research history, and report to government agencies. Document and file all necessary information to comply with company and government regulations.
• Ensure that all work orders, request for service, and requests for payments are within the written policy requirements. Escalate special circumstances, when applicable.
• Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).
• Provide verbal and written feedback as to the state of the customer service department to the general manager, senior facility staff, and management at the home office.
• Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Follow and enforce all federal processes and requirements of 24 CFR Part 3282; specifically, but not limited to Subpart I and F.
• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 328 and our DAPIA.
• Follow and enforce all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
• Follow and enforce all CMH Manufacturing, Inc. policies with regards to the hiring, regulation, and continuous employment of all independent contractors.
• Other duties as assigned.
Qualifications:
• 5-7 years of experience in the manufactured home building industry, preferred.
• Proficient with use of computers, able to successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and corporate.
• Proven ability to lead and manage multiple team members towards improved customer experience.
• Proven record using PEMC process successfully.
• Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.
Physical Demands:
• Must be able to consistently operate a computer and other office productivity machinery such as telephone, calculator, copy machine, computer printer, etc.
• Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others.
• Constantly works in an indoor, temperature-controlled, sealed-window office environment.
• Work primarily involves sitting / standing.

Business Unit - B00018