Experienced Virtual Customer Care Manager II – Home Warranty Resolution and Customer Service

Are you passionate about delivering exceptional customer experiences and resolving complex issues with a personal touch? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex, a FORTUNE 500 company and one of America's top residential builders, as an Experienced Virtual Customer Care Manager II – Home Warranty Resolution and Customer Service.

About arenaflex

arenaflex has been providing the American Dream of homeownership to families for more than 60 years. Our commitment to quality and customer satisfaction sets us apart from the competition. We put the consumer at the center of everything we do, and our vision is to Build Consumer Inspired Homes & Communities to Make Lives Better. At arenaflex, we value diversity and inclusion, and we believe that success starts with having the right people.

Job Summary

As an Experienced Virtual Customer Care Manager II, you will be responsible for triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using the TechSee platform, you will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment with multiple priorities.

Primary Responsibilities

* Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365

• Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps
• Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection
• Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365
• Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication
• Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution
• Determine and document root cause of common service items, reporting on any opportunities for improvement
• Perform related administrative duties, confirmations, and in-home inspections, as needed

Scope

* Decision Impact: Division

• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull and otherwise move objects. Must be able to climb ladders, scaffolding and other means to reach and observe all areas of building.
• Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education

* Minimum High School Diploma or equivalent

• Associate degree preferred
• Valid Driver's License because driving is a potential function of this position

Required Experience

* Construction industry experience preferred to appropriately triage home warranty concerns appropriately

• Proven customer care experience with a strong emphasis on quality of service, and follow-up
• Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types
• Excellent communication and listening skills, with analytical ability to perform root cause analysis
• Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively
• Technology savvy, with strong computer skills, and an overall understanding of basic Microsoft Office Suite programs
• Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee

Work Environment and Company Culture

arenaflex is committed to providing a work environment that is inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we strive to create a culture that encourages growth, learning, and innovation. Our New England Division Office in Westborough, MA is a dynamic and fast-paced environment where you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

arenaflex offers a range of career growth opportunities and learning benefits to help you develop your skills and advance your career. Our comprehensive training program includes on-the-job training, classroom training, and online learning opportunities. We also offer opportunities for professional development, mentorship, and networking.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, bonus, and benefits. Our benefits package includes medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including a flexible work schedule, telecommuting options, and on-site fitness classes.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

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