Customer Care Manager
Cullman, AL Cullman, AL Full-time Full-time $65,000 - $110,000 a year $65,000 - $110,000 a year 4 days ago 4 days ago 4 days ago Reports to:
General Manager General Expectations:
The Customer Care Manager (CCM) is responsible for leading a team that will respond competently, promptly, and efficiently to claims for warranty service or reimbursement in a manner which follows state and federal guidelines, satisfies our customers, enhances the reputation of our retailers, and contributes to the profitability of our company.
In all activities promote the stated mission of the company.
Duties /
Responsibilities:
1.
Lead a team that will follow through to completion customer care service requests and work orders through a warranty bill back process, the use of facility service technicians, and outside independent contractors.
2.
Oversee the parts orders process by Customer Care Parts Coordinator:
create, pull and distribute parts orders based on the service request that will originate from customer service technicians, retailers, and builders.
3.
Oversee the works orders process by Customer Care 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.
4.
Ensure that all work orders, request for service, and requests for payments are within the written policy requirements.
Escalate special circumstances, when applicable.
5.
Provide polite, ethical, and knowledgeable communication to all customers (home owners, retail team members, facility team members, and the home office support team).
6.
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.
7.
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.
8.
Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
9.
Adhere to and support all Clayton Homes Building Group policies and procedures.
10.
Follow and enforce all federal processes and requirements of 24 CFR Part 3282; specifically, but not limited to Subpart I and F.
11.
Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.
12.
Follow and enforce all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
13.
Follow and enforce all CMH Manufacturing, Inc.
policies with regards to the hiring, regulation, and continuous employment of all independent contractors.
Skills, Knowledge, and Abilities Required:
1.
Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
2.
Ability to read and interpret documents such as policies, safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of peers or team members.
3.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
4.
Working knowledge of Microsoft Office and its components; mainly Word, Excel, and Outlook (calendars and email).
Ability to learn new programs as needed.
5.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Education and
Qualifications:
1.
7 -10 years of experience in the manufactured home building industry or similar, preferred.
2.
Adept at Microsoft core software package (Word, Excel, PowerPoint) 3.
Experience leading and managing multiple team members towards improved customer experience.
4.
Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.
Job Type:
Full-time Pay:
$65,000.
00 - $110,000.
00 per year Day range:
Monday to Friday Shift:
8 hour shift Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
General Manager General Expectations:
The Customer Care Manager (CCM) is responsible for leading a team that will respond competently, promptly, and efficiently to claims for warranty service or reimbursement in a manner which follows state and federal guidelines, satisfies our customers, enhances the reputation of our retailers, and contributes to the profitability of our company.
In all activities promote the stated mission of the company.
Duties /
Responsibilities:
1.
Lead a team that will follow through to completion customer care service requests and work orders through a warranty bill back process, the use of facility service technicians, and outside independent contractors.
2.
Oversee the parts orders process by Customer Care Parts Coordinator:
create, pull and distribute parts orders based on the service request that will originate from customer service technicians, retailers, and builders.
3.
Oversee the works orders process by Customer Care 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.
4.
Ensure that all work orders, request for service, and requests for payments are within the written policy requirements.
Escalate special circumstances, when applicable.
5.
Provide polite, ethical, and knowledgeable communication to all customers (home owners, retail team members, facility team members, and the home office support team).
6.
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.
7.
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.
8.
Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
9.
Adhere to and support all Clayton Homes Building Group policies and procedures.
10.
Follow and enforce all federal processes and requirements of 24 CFR Part 3282; specifically, but not limited to Subpart I and F.
11.
Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.
12.
Follow and enforce all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
13.
Follow and enforce all CMH Manufacturing, Inc.
policies with regards to the hiring, regulation, and continuous employment of all independent contractors.
Skills, Knowledge, and Abilities Required:
1.
Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
2.
Ability to read and interpret documents such as policies, safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of peers or team members.
3.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
4.
Working knowledge of Microsoft Office and its components; mainly Word, Excel, and Outlook (calendars and email).
Ability to learn new programs as needed.
5.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Education and
Qualifications:
1.
7 -10 years of experience in the manufactured home building industry or similar, preferred.
2.
Adept at Microsoft core software package (Word, Excel, PowerPoint) 3.
Experience leading and managing multiple team members towards improved customer experience.
4.
Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.
Job Type:
Full-time Pay:
$65,000.
00 - $110,000.
00 per year Day range:
Monday to Friday Shift:
8 hour shift Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
