Director, Customer Care

Company: Brookfield Residential
Location: Danville
Posted on: April 5, 2021

Job Description:

Reporting into VP of Operations Roy Greathouse, the Director of Customer Care will be responsible for managing all phases of Brookfield's Customer Service Department. Responsible to provide timely, efficient, and quality services with a high level of professionalism to all Brookfield Residential homeowners, trade contractors, and employees. Efforts to exceed customer expectations at all Brookfield communities will remain the utmost priority, while fostering a "team" spirit with members of the community team and customer service department staff. Supervisory & General

• Manage and supervise day-to-day operations of department staff
• Interview, hire, train and manage new service staff on an as-needed basis
• Responsible for development of full-service program and ongoing revisions to meet changing customer needs and expectations
• Assess volume of workload on an on-going basis and adjust individual assignments to maximize departmental performance
• Review and approve Customer Service Department invoices, purchase orders and authorize back charges when appropriate
• Approve all service personnel time cards and time off requests
• Approve annual staff Performance Objectives and provide feedback throughout the year to help improve team member's performance to meet department and company's objectives
• Monitor after-hour service requests and action to be taken; contact community service representative, homeowner or subcontractor as needed
• Schedule and conduct customer service staff meetings
• Schedule educational training for customer service personnel designed to promote and continue strong buyer referrals and repeat buyers
• Responsible for development of community homeowner maintenance and manufactured product manual and ongoing updates
• Monitor status of outstanding orientation and service requests. Discuss items over 30 days with Customer Service Representative to determine reason and plans for resolution of those items
• Review and analyze customer surveys and implement changes in departmental procedures to improve customer experience
• Order and distribute supplies for department, including but not limited to:
  • Tool kits
  • Ribbon cutting supplies
  • Move-in bags
  • Orientation forms
  • The Home Book
  • Community New Home Orientation Guides
  • Supervise Post Warranty Turnover to California Customer Care:
    • Upon expiration of final warranty for community, consolidate construction field files with customer service lot files, gather all documents listed on California Customer Care Checklist
    • Schedule pickup of documents to be scanned
    • When CD's are received from scanning company, check and save to customer service drive
    • Send CD's along with other documents on checklist to California Customer Care Customer Satisfaction
      • Respond to all telephone calls in a timely manner
      • Respond to survey "Contact Me" requests for Customer Service
      • Responsible for Thank You Letters for Gift Card Program
      • Provide written response, as needed, to customer inquiries
      • Meet with and resolve homeowner concerns, if needed
      • Provide mediation between homeowners and others, as needed
      • Contact trade contractors to resolve homeowner concerns, as needed
      • Review and update standard letters to homeowners
      • Review Orientation Packages to maintain correct and current information
      • When possible, pre-walk homes prior to Orientation to ensure home is of expected quality Service Provided to Others both Internal & External
        • Provide support staff to superintendents, if needed, in the absence of assigned community Customer Service Representative
        • Work with corporate attorneys, as needed, during resolution of issues requiring legal counsel
        • Review and respond to homeowner concerns presented by Sales Department
        • Distribute The Home Book and New Home Orientation Guide to community Sales Associates
        • Evaluate trade contractor and product performance. Provide on-going information to V.P. of Operations and Director of Purchasing as it relates to quality of workmanship and materials.
        • Act as Liaison between California Customer Care and Brookfield Residential NorCal Division
        • Act as Liaison between Eliant and Brookfield Residential NorCal Division Must Haves
          • College degree preferred or combination of education and experience related to business, sales, or customer service
          • 3-5 years of prior managerial experience
          • Excellent communication skills, both written and spoken, as well as strong organizational and interpersonal skills to motivate and inspire team members
          • Excellent leadership skills and ability to demonstrate and recognize excellent customer service
          • Detail-oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines
          • Ability to deal effectively with confrontational situations
          • Organization, self-motivation, strong ability to plan, prioritize and organize work to meet targets is essential
          • Strong work ethic, loyal, trustworthy, honest and a team player is required --We are proud to offer our employees what they value most: --- Competitive compensation
            --- Excellent extended health benefits
            --- 401k--matching
            --- Generous tuition assistance program
            --- Leadership development and mentorship programs--
            --- Charitable donation matching
            --- A culture based on our values of Passion, Integrity and Community --Your New Home Brookfield Residential is a leading North American land developer and homebuilder with one goal in mind - to create the best places to call home. From the development of award winning master-planned communities, to the building of well-designed homes and commercial properties, we are committed to cultivating exceptional life experience for our customers and for our employees. Building great communities and homes takes vision and dedication, but most importantly, it takes a strong team. Having been in business for more than 60 years, we know it is our people who make Brookfield Residential what it is today. We were humbled to be named by Aon as one of the Best Employers in Canada and U.S. in 2017. Will you now, or in the future, require sponsorship for employment visa status? --*
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Keywords: Brookfield Residential, Danville , Director, Customer Care, Executive , Danville, California