Customer Care Manager
Trumark Homes
Clovis, CA
Who We Are Our mission is to enhance, inspire and grow. Weenhance the lives of people by creating inspiring living environments. With over 30 years of experience, we’re no strangers to the homebuilding industry. We are a multi-disciplinary development company with neighborhoods in Northern and Southern California, and Colorado! Since our genesis, we have always strived to set ourselves apart from other builders. We do this by looking ahead. We make sure that the products we are providing are the best for our homebuyers; that they fit into life today and in the future; that the surroundings are inviting and purposeful. When we Trumark our homes, it is because they reach every one of these criteria. Overview The Customer Care Manager plays a key role in ensuring our homeowners have an exceptional experience, from move-in readiness to warranty support and beyond. This position oversees all aspects of the Customer Care Department, leading a team that delivers quality assurance, clear communication, and responsive service that builds trust and inspires homeowners to recommend us to friends and family. This role requires strong communication, cross-department collaboration, and a balance of operational excellence with hands-on customer engagement. Key Responsibilities
- 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.
Posted 2026-01-25
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