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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? --*
              How many years of relevant experience do you bring to this opportunity? --*
              Briefly describe your greatest career accomplishment that relates to this position. --*
              If there are any listed requirements you do NOT have, please list below, and share how you would overcome them. --*
              What are your base salary expectations for this position? --*
              We ask this question to ensure alignment before potentially requesting your time to discuss this opportunity. If successful, when would you be available to start?
              U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Brookfield Residential are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Are you Hispanic/Latino? Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
              • Autism
              • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
              • Blind or low vision
              • Cancer
              • Cardiovascular or heart disease
              • Celiac disease
              • Cerebral palsy
              • Deaf or hard of hearing
              • Depression or anxiety
              • Diabetes
              • Epilepsy
              • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
              • Intellectual disability
              • Missing limbs or partially missing limbs
              • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
              • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Brookfield Residential, Danville , Director, Customer Care, Executive , Danville, California

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