Customer Care Manager
- Oversees the development, implementation, and distribution of warranty protocols, including limited warranty policy, quality assurance templates, walk-through paperwork, 4-week and year-end walks, disclaimers, post move-in forms, certified communications, and related materials.
- Provides continuing mentoring, coaching, and leadership training both individually and in group settings.
- Collaborates with other departments on house readiness, align builder/buyer purchase expectations, schedule QA appointments, and warranty interactions with department, trades, buyers and homeowners.
- Interfaces with construction to remedy noted items at Quality Assurance check points including buyer final sign-off.
- Provides guidance for homeowner education in areas such as energy-saving features, utility system performance, building science, and construction defect litigation.
- The development of troubleshooting guidelines to differentiate between homeowner maintenance and builder warranty.
- Gives practical direction on the application of written performance standards and industry practices such as building code, SB800, and Residential Construction Performance Guidelines.
- Supports staff education on Newstar, Zendesk and Build-Pro processes to ensure accurate coding, distribution, tracking, and homeowner sign-offs.
- Fosters strong relationships with trade partners in each region and community, ensuring accountability to established Trade Partner Work Order guidelines.
- Reviews and approves all billable expenses, including Purchase Orders with a focus on reducing builder costs.
- Oversees protocols of all phases of water damage assessment, remediation, build-back, and financial accountability.
- Acts as the liaison to legal counsel in matters relating to defect lawsuits and other such needs.
- Oversees the documentation and storage of all department processes.
- Provides leadership in achieving high Eliant response rates, survey scores, and homeowner referrals.
- Promotes consistency in the application of department process across all regions.
- Ensure appropriate staff coverage for after-hours, holidays and PTO time off.
- Other duties as assigned.
- Minimum 5 years of experience in Customer Service, preferably with a homebuilder or related industry.
- Experience in the residential construction industry preferred.
- Excellent written and verbal communication skills.
- Proficient in Microsoft applications such as Outlook, Word, and Excel.
- Working knowledge of ticketing software such as Newstar, Zendesk, and Build-Pro.
- Solid understanding of industry practices and performance standards.
- Strong aptitude for working with internet tools such as A.I. to acquire solutions.
- Relationship driven approach with excellent interpersonal skills, including conflict resolution.
- Solutions-oriented leader who fosters teamwork, and is committed to quality outcomes.
- Delivers on personal goals and holds team accountable to defined goals.
- Strong organizational skills driven by ownership of department and company goals.
- Valid driver’s license and clean driving record required.
- Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.
- We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water.
- Exceptional Medical Benefits (100% Employee + 60% Dependent).
- 401k with company matching, we are helping you plan for future retirement.
- A monthly health / wellness stipend just for you.
Recommended Jobs
Senior Sales Representative
Holland & Sherry is a fast-growing, and dynamic player in the luxury To-the-Trade interiors textiles arena. We are a leading provider of high-quality fabrics, known for our commitment to innovation an…
Perinatal Clinical Liaison Part-Time
If you are interested please apply online and send your resume to POSITION SUMMARY The Perinatal Clinical Liaison is responsible for collaborating with outside clinics that serve Martin Luther …
Pediatrician to Join FQHC on Beautiful California Coast / Santa Cruz, CA
A Federally Qualified Health Center (FQHC) in Santa Cruz, California is adding a full-time BC/BE Pediatrician to their team. This organization prides itself on serving all patients, regardless of t…
Audiologist
Audio Rx , a trusted provider of audiology services in Los Angeles for 45 years, is looking for a patient focused Audiologist to join their team in Los Angeles, CA. The ideal candidate will…
IT Technical Lead Customer Applications
Client: Agilent Job Title: IT Technical Lead Customer Applications Location: Multiple locations Full time opportunity Relocation Assistance Possible for ideal candidate Onsite intervie…
Special Education Teacher
Summary ...Summary Special Education Teacher - Multiple Openings... ...+ 1 Post-High School opportunity +... ...to students in kindergarten through grade 12 . This role involves... ......…
Sr./Staff Backend Engineer
About favorited At favorited, we believe that digital communities should be more than just spaces to watch content. Our platform is a place to connect, engage, and play, and empowers creators by enh…
Regional Flatbed CDLA Driver Lathrop California
Job Summary We are hiring a Class A - Flatbed Driver to deliver elevator parts to construction sites. This position is based in Lathrop CA and requires experience operating Flatbeds Moffett and …
Nocturnist Physician in San Jose, California
TeamHealth has a nocturnist opening in beautiful San Jose, California! Join our team full-time and work between Regional Medical Center of San Jose and Good Samaritan Medical Center of San Jose. This…
Sr. Product Designer
Job Title: Senior Product Designer Location: 100% Remote (PST hours preferred) Hours: 40 hours/week Start Date: ASAP Duration: 6 month contract Compensation: $66–$77/hour (W2) …