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Home Warranty Department Manager


Description
We are looking for a Home Warranty Manager to launch the newest division of our growing company in Redondo Beach. It is an exciting time for us, as we just got the go ahead to start up a Home Warranty division and we are looking for a Seasoned Professional to head this team!
The ideal candidate will be driven internally and have an entrepreneurial spirit!
This is a great opportunity for the right person. Competitive salary and awesome benefits.
Along with everything that comes with launching a department, you would be performing and managing others perform the following:
Manage 30/60 Day and 1- Year Warranty Service Requests (W.S.R.)
Issue work orders to trades for service ensuring on time resolution of W.S.R.
Review work schedules completed by customer service representatives and provide customer service administrator with lists of trade/construction contacts to be made to complete warranty work.
Inspect work completed by customer service representatives based on an agreed upon schedule and provide ongoing guidance and technical support/advice.
Collect, review, schedule, and complete W.S.R.s (including Pre-Inspection appointments) within specified time
Manage all emergency service requests after closing.
Provide service maintenance for the Model Homes and Sale Offices.
Hold trades accountable for outstanding W.S.R.s and expedite work within service standard timeframe and to minimize cost to company.
Manage customer service staff, including ongoing development, coaching, counseling and conducting annual reviews.
Participate in the continuous refinement of the Quality Assurance (QA) process.
Attend scheduled Builder meetings.
Meet weekly with VP of Construction to review trends, reporting, QA, outstanding trade deficiencies, and other construction/warranty service issues.
Responsible for conciliation management.
Participate in customer satisfaction initiatives, such as reviewing and managing AVID customer satisfaction reporting.
Conduct QA inspections

Requirements
Requirements
Minimum of 3-5 years of management required
Bachelor's degree preferred, but not required
Five years' experience in customer service role, handyman or construction role.
Two years' experience in a construction environment, residential construction preferred.
Skills and Attributes
Good computer skills with a working knowledge of Microsoft Office
Ability to set priorities, meet deadlines and manage variable work-loads
Previous management experience with demonstrated ability to deal effectively with staff
Ability to resolve problems effectively and deal professionally with upset customers
General knowledge and familiarity with terms of trade contracts in the industry

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