Director of Customer Care

Overview

Looking to be surrounded by remarkable, passionate individuals in your workplace? Tri Pointe Homes is always looking for employees to push our place in the industry forward with a top-tier home buying experience. Apply today to be a part of our great team.

Tri Pointe Homes Utah is looking for an enthusiastic, experienced to join our talented group as a Director of Customer Care.

Position Highlights: Supervise daily operations and management personnel, while ensuring efficiency, cost-effectiveness and absolute customer satisfaction. Leads and oversees the department with a focus on strategic and tactical initiatives and programs designed to deliver high quality services to the rest of the Company; focus areas include staffing, interdepartmental communications, interaction with auditors, vendors, and other external parties, performance metrics and reporting.

Position Responsibilities

• Guide and enhance the professional development of team members with a focus on leader development and succession planning.
• Provide direct reports with coaching, feedback, and direction to ensure the achievement of business and professional goals.
• Model and reinforce actions consistent with the Company’s values, vision, and culture in line with the core competencies listed on the following page(s).
• Participate and/or conduct regular team meetings and training sessions.
• Work closely with the Customer Care team to monitor the tracking of open service orders and assigning workflow and responsibilities. Establish productivity levels that can be used to pre-determine hiring needs.
• Provide training for sales, construction teams, and outside parties on proper expectation-setting for the warranty program.
• Develop and execute the strategic plan to achieve daily, weekly, monthly, and quarterly goals.
• Direct the Customer Care Team to drive division/brand results in alignment with overall business plan goals.
• Create annual budget and provide budget oversight for departments and/or communities. Provide business justification for capital and resource needs.
• Develop a strategic plan to eliminate unnecessary budget variances.
• Utilize data to drive results and prioritize improvements.
• Ensure departmental compliance with financial and accounting policies, internal control procedures, and practices.
• Develop and implement strategies to identify potential homeowner issues where major cost factors may be encountered. Present strategic plan and departmental reports to Division and Home Office Leadership.
• Track and review industry trends and work with production and purchasing departments to create improvement strategies. Seize opportunities to benchmark and share best practices with other division offices and departments.
• Proactively develop ways to improve purchasing, construction, and proper expectation setting, to reduce the frequency of customer complaints.
• Develop and maintain proper staffing levels across all lines of Customer Care.
• Review customer care signoffs to ensure full completion of warranty service requests and complete follow-up phone interview with homeowners and subcontractors to ensure 100% of all warranty repairs have been completed to the warranty guidelines and standards.
• Develop departmental guidelines and procedures to ensure team members are responding to homeowner issues in a timely, efficient, professional manner that adheres to companies’ policies.
• Perform accurate assessments of service requests submitted by homeowners (assist Customer Care Representatives in determining what is covered, not covered).
• Ensure Customer Care team builds strong relationships and maintains appropriate and regular contact with homeowners and trade partners, with updates regarding requests, product information, and warranty coverage details.
• Effectively diffuse escalated customer care matters.
• Actively participate in Eliant Survey reviews and follow up with Customer Care department team members, homeowners, and trade partners to increase survey response rates and satisfaction results.
• Ensure Customer Care team members perform quality control inspections and homeowner orientations within company guidelines.
• Ensure all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes are completed in an accurate and timely manner.
• Manage all warranty costs. Establish and hold the team accountable to regular hourly rates and not to exceed amounts. Negotiate with trade partners and/or investigate above normal estimates and invoices. Track individual expenditures in Concur or other accounting programs. Approve vendor invoices for payment.
• Develop and maintain up-to-date product and home care knowledge to provide feature/function/benefits information to homeowners, train department team members, and set proper maintenance and performance expectations.
• Ensure Customer Care database and/or IT application systems are up-to-date concerning scheduling dates, service providers, and other relevant information.
• Ensure proper department coordination and scheduling of trade partners to perform necessary Customer Care repairs.
• Ensure department team members properly evaluate/inspect work done by trade partners.
• Oversee the scheduling of trade partners to handle service requests completely and cleanly on the first trip.
• Thoroughly understand scopes of work and engage trade partners to improve quality and efficiency.
• Review and understand building plan documents.
• Work with the production team and management to ensure aligned understanding of where the most time should be spent (critical tasks) during the home building process and how the quality of various home building materials is determined, from foundation to finish – to improve livability and customer satisfaction. Utilize “service trends” to benchmark improvement areas needed in the construction process.
• Maintain positive relations with third-party representatives who are part of the operating process, such as trade partners, architects, designers, etc.
• Stay abreast of value engineering best practices to mitigate cost without loss of value to the customer and quality.
• Build strong relationships with the trade partner/contractor base and collaborate with Construction and Purchasing leadership team members to ensure trade partners are held accountable and managed appropriately.
• Hold team members and trade partners accountable for complying with federal/state/local regulations and following proper procedures to respond to audits and inspections.
• Interact with local Code Enforcement officials and the State Contractors Board as required.
• Maintain a safe, civil, and clean work environment within all work sites. Abide by individual employee safety policies, stay up to date with job site safety training and guidelines, and exercise the courage to intervene and report any unsafe work conditions.
• Ensure all company-provided equipment in compliance with company policies.
• Other duties as assigned.
  
  

Position Qualifications

• High school diploma or general education degree (GED)
• Bachelor’s degree or equivalent experience preferred.
• 5 or more years of experience in directing, coordinating, and supervising staff in Customer Care (homebuilding a plus).
• 3 or more years of leadership/management experience
• Must possess a valid Driver’s License, reliable vehicle, and auto insurance
  
  

Position Skills

• Strong leadership skills including ability to direct, coach, and train team members
• Excellent communication, negotiation and interpersonal skills
• Strategic mindset with ability to translate data into actionable insights
• Working knowledge of critical milestones in the construction management cycle and how it impacts customer care issues and processes
• Strong knowledge of product design and construction with ability to understand core components of various scopes of work
• Strong knowledge of federal/state/local regulations in the homebuilding industry
• Strong PC skills required, with a high level of proficiency in Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint, and MS Outlook), Adobe Pro, and internet-based programs such as Internet Explorer and Google Chrome. Prior experience with Corrigo is a plus.
• Bilingual in English/Spanish a plus.
  
  

Physical Requirements

• Frequent sitting, walking, standing
• Frequent driving to communities
• Visual acuity for detailed computer work
• Environmental conditions vary depending on weather, stage of production, and where work takes place. Some of the following conditions apply at various times, hot, cold, wet, dry, muddy, humid, windy, calm, bright, dark, noisy, dusty, poor lighting, poor ventilation, temperature variations, fog, and rain. Airborne particles such as wood dust, drywall dust, etc. are common in the field environment.
  
  

Want to know what it's like working at Tri Pointe Homes? Click here to see what our employees have to say: Great Place to Work Certified Company

Tri Pointe Homes is committed to building a diverse and talented team to help us achieve our goals. Please note that due to operational constraints, we are unable to consider applicants who require visa sponsorship (e.g., H1B, OPT) for this position. This policy applies uniformly to roles where sponsorship cannot be accommodated to ensure consistency and fairness in our hiring process.

At Tri Pointe Homes, we are intentional about fostering an environment where you, and all individuals, are encouraged to be their authentic selves. We embrace individuality and strive to be consciously inclusive of different backgrounds, experiences, and perspectives in every aspect of our business. We believe our company’s strength relies on the diversity of the team and the unique, innovative ideas everyone contributes.

Pursuant to the California Consumer Privacy Act of 2018, if you are a California resident, you have the right to know the categories of personal information that we collect about job applicants, employees and their emergency contacts and beneficiaries, and independent contractors. Please click here for a description of our personal information collection practices.

We are an Equal Opportunity Employer, which means we make employment decisions based on merit and qualifications and are committed to providing equal opportunities for all applicants and employees without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, sexual orientation, gender identity or expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state or local laws.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for an open position or to participate in an interview, please let us know.