Customer Care Manager II - West DFW Area

For 40 years, one Company has represented quality & leadership - Highland Homes - where building careers goes hand in hand with excellence in new home construction. Highland’s employees thrive in an atmosphere of appreciation & confidence, contributing their unique ideas to the Company’s overall success. Employee Owned. Customer Focused.

Highland Homes is currently accepting resumes for a Customer Care Manager / Warranty Service Manager position. A High School Diploma is required, a Bachelor's degree in Construction Management or a related field is preferred. A minimum of 1 year Warranty Service experience is preferred. This position will assure the Company warranty program is successfully implemented in a timely manner and within budget. This position provides a high level of quality customer service to homeowners during the warranty phases. The selected candidate provides customer satisfaction that reflects the Company’s core values and guiding principles.

Job Duties and Responsibilities: 

• Be completely familiar with and able to explain the 1 year functional and 2 year mechanical warranty program, the homeowner maintenance recommendations and the 10 year structural warranty.
• Be familiar with the warranty budget and oversee that all work is completed within that budget. Hold subcontractors and vendors accountable for timely completion of their scope of work.
• Receive, review and be knowledgeable on all warranty requests for your area.
• Proactively recruit, select, hire, and negotiate price with trades to provide labor in your subdivision.
• Make contact with homeowner within 24 hours and schedule a walk through.
• Meet with the homeowner to review the list and listen to understand their concerns. Determine which items fall within the warranty and set warranty expectations. Use the manual to help explain policy, procedure and responsibility for maintenance and warranty.
• Coordinate and schedule warrantable repairs with homeowner and the appropriate trades and vendors.
• Confirm repairs for completion with scope of work.
• Assure that the work is completed in a timely manner. Most lists should be completed within seven (7) days after receiving the request.
• Seek to obtain homeowner sign off of the service ticket acknowledging completion. Any disputed items shall be noted.
• Accurately document every issue and all activities in situations where there is a disputed item or disagreement.
• After a reasonable attempt at remedy, refer all problems with non-warrantable issues to the next level CCM or DCCM.
• Proactively provide feedback to the CCM III or DCCM concerning construction and warranty matters.
• Accurately complete all subcontractor invoices and submit to CCM III or DCCM for approval.
• Assist Construction Managers as assigned by Project/Division or Area Manager.
• Other duties as assigned.

 Minimum Qualifications: 

• High School Diploma required.
• College Degree preferred.
• Prior Warranty Service experience preferred.
• Computer proficient in MS Office (Word, Excel, etc.)
• Effective communicator (oral and written) including desire to ask questions and learn from others.
• Strong organizational skills with keen ability to prioritize, multi-task and pay close attention to detail and accuracy.
• Prior “Brix” or BuildPro Software experience preferred.
• Strong customer service skills.

Highland offers a competitive benefit package, including excellent medical / dental / prescription benefits, Employee Stock Ownership Plan, 401(k), new home purchase discounts, & more – all in a business casual atmosphere!  Join the company that recognizes & rewards the people who create their success.  Highland Homes is an Equal Opportunity Employer.