SHZM - Community Experience Manager - Warranty

What will you do in this role? As a Community Experience Field Manager your main purpose to oversee larger scale warranty projects, resolve customer conflicts, mentor, and educate the Shazam customer service team members.

You Have:

• Ability to advise and update staff and upper management when dealing with complex issues.
• Ability to engage with team members and trade partners in a professional manner.
• Excellent time management skills, initiative-taker
• Ability to advocate on behalf of customers in a professional manner, working with various construction, warranty, purchasing team members as needed to resolve customer concerns prior to, as well as post-closing.
• Strong interpersonal and leadership skills – ability to mentor, teach, develop, and supervise employees.
  • Ability to hire, evaluate performance and implement policies and procedures for team growth.
  • Ability to advise and update staff and upper management when dealing with complex issues.
  • Ability to engage with team members and trade partners in a professional manner.
• Strong construction management skills – ability to manage a team with a large geographical footprint.
  • Skillful at interpreting and explaining:
    • Architectural, structural, plumbing, and electrical diagrams, plans and specifications.
    • Technical codes and ordinances.
    • Root cause of warranty issues and assigning applicable cost codes.
    • Utilizing common warranty, CSM and/or construction management applications (Field point, Hyphen, Salesforce, etc.) to manage workflow, costs, run and interpret basic reports.
  • Ability to:
    • Analyze product performance, identify systemic issues, and develop a scope of work if applicable to resolve.
    • Evaluate warranty issues to determine warrantability, construction or remediation needs.
    • Clearly demonstrate quality standards and specifications both technical and construction related onsite for employee training, warranty triage, inspections, or homeowner educational purposes.
  • Proficient in:
    • Cost management, recommending cost saving initiatives, coordinating, setting, and meeting department budgets.
    • Work order management, trade accountability.
    • Time management – ability to multi-task, strategize and oversee several projects. Delegate projects as needed while still overseeing through to resolution.
    • Performing basic home warranty /handy man repairs such as, but not limited to.
      • Drywall, paint, trim carpentry, minor plumbing, minor maintenance.

• Effective communication skills –
  • Skillful at mediating and resolving disputes with homeowners and/or trade partners.
  • Ability to.
    • Develop and present training materials.
    • Develop written reports when necessary to support company determinations on warranty claims.

Develop professional relationships with trade partners, inspectors, local ordinance representatives and homeowners.

• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualities and / or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal state local standards.

• Know and understand the Core Values: World Class Hospitality, Engaged Ownership, Be ”Ideal”istic “Team Player” , Every little Thing Counts “Integrity” Hungry Humble Smart adhere to all company policies and procedures
• Must be willing to participate Rotational Emergency on call Schedule that include some nights and weekend included: requirements, must be available to a rotating emergency on call schedule to support divisions teams and customers base needs.
• Other duties as assigned.

  You Have:

• High school diploma or GED required.

  • Minimum 4 years’ construction superintendent or warranty professional, home maintenance management or supervisory experience with a mid to large scale home builder, general contractor, remodeling, warranty, or remediation company. Experience in residential home building within Construction, and New Home Warranty services a plus o Trade industry or independent professionals with experience working with residential warranty (plumbing, HVAC, etc.) will be considered.
  • Advanced knowledge of basic home construction practices, i.e., OSHA regulations, front end & back-end construction phases, structural and foundation repair protocols. o Warranty administration experience and/or OSHA safety training is a plus.

• Benefits & Perks

• Comprehensive benefits package includes Medical, Dental, Vision, FSA accounts, 401K, Life Insurance, Short Term Disability, Long Term Disability, and EAP

• Time Off benefits include Vacation, Sick, Holiday, Bereavement, Jury Duty, FMLA, refresh, floating holidays, and parental leave.
• Home purchase discount
• Tuition Reimbursement
• Wellness program

• All benefits are subject to qualification and hire dates.

  Compensation

  Starting Base Range: $63,500 Annually

  FLSA Status: Exempt

  Bonus Type: KPI Performance Based potential up to 15%

  “Recruitment Agencies: Although we value the services you provide, at this time we are not leveraging external.

Business Unit -

Salary : $63,500