Manager, Homebuilding Warranty

New Home Co. is a new generation homebuilder focused on the design, construction and sale of innovative and consumer-driven homes in major metropolitan areas in Arizona, California, Colorado, Oregon and Washington. NEW HOME was named 2019 Builder of the Year by Professional Builder and is a multi-year recipient of "The Eliant" for Best Overall Customer Experience in the multi-divisional builder segment.

At New Home Co., we believe that PEOPLE matter. The strength of our homes is built upon a foundation of focused, energized, visionary and dedicated team members. Our goal is to provide a workplace that supports you in doing the best work of your life.

Check out NWHM's 2023 Corporate Sustainability Report

Position Job Title: Manager, Customer Care

FLSA Status: Salaried Exempt

Position Summary

Supports the organization's mission, vision, and values by exhibiting the following behaviors: excellence and competence, collaboration, innovation, respect, personalization, commitment to our community, accountability and ownership.

Specific Job Duties

• Manages, maintains, improves, and updates NewStar computer System.

• Generates and analyzes reports from NewStar system; gives and institutes recommendations.

• Provides daily direction and communication to employees so that customer care calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

• Provide performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement.

• Insures employees have appropriate training on NewStar system processes and procedures to perform their jobs. Responds to and resolves employee relations issues expressed by team members; creates and maintains high quality work environment. Addresses disciplinary and/or performance problems by company policy; prepares warnings and communicates effectively with employee on warnings and takes corrective action.

• Actively participates in meetings concerning NewStar and its process; perform NewStar business analysis (weekly, monthly, quarterly) and reports to management.

• Analyzes and reports Home Buyer Surveys.

• Researches and processes invoices for payment,

• Establishes and facilitates Customer Care training programs and Company presentations.

• Assists other Customer Care managers and Customer Service Representatives to ensure proper handling of elevated customer concerns and/or legal issues.

• Oversees implementation of solution and/or repairs and writes reports and/or letters of follow up on all customer issues to ensure closure,

• Assists in continual process of updating Homeowner and Customer Service Manuals.

• Assist with other projects as assigned.

Position Qualifications

Education

• High School diploma

Experience

• 2 plus years in customer service

Skills

• Advanced computer skills in MS Office, Excel, Word and TNHC operating systems.

• Proficient business writing skills

• Demonstrates execution of check request & insurance claim processes

• Understand, adheres to and mentors others in regards to New Home Co. policies and procedures.

• Proven problem solving capabilities

• Demonstrates New Home Co. Vision, Purpose, and Values

• Working knowledge and understanding of New Home Co. warranty program and manufacture warranties

• Demonstrates effective leadership skills

• Knowledge of construction process

Requirements:

• Position requires driving as needed, frequency varies.

• Valid driver's license required.

• This position often requires driving during the workday. As a contingency of employment, a background check, inclusive of an MVR, will be completed.

Base Salary: The expected base salary range for this position is between $90,000 to $130,000 per year, depending on experience and skillset. Base Salary is paid bi-weekly, every other Friday. Additionally, this position is eligible for an annual bonus based on divisional and individual performance.

Benefits: In addition to competitive medical, dental and vision coverage, New Home Co. provides comprehensive benefits to eligible team members and their dependents, generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with bi-weekly employer matching of 50% up to the first 8% of team member contributions; as well as a wellness incentive program.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Similarly, the work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities

The activities that are essential to performing the position duties include:

• Bending

• Lifting: From 1 (lbs) to 15 (lbs)

• Reaching

• Seeing: Full Color Vision

• Hearing

• Repetitive Motion (i.e. Gripping)

• Typing

• Talking

Environmental Factors

The environmental factors involved with the job duties and work location include:

Normal Office

Noise Level: Low to Moderate (Corporate/Sales Office Environment)

New Home Co. retains the discretion to add or change job duties at any time.