Customer Care Manager
Company: Trumark Companies
Location: Newport Beach
Posted on: March 17, 2023
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Job Description:
Customer Care ManagerWho We Are: Our mission is to enhance,
inspire and grow. We enhance 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
beginning, 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.At Trumark, our
brand purpose is to Enhance the lives of people by creating
inspiring living environments - Enhance and Inspire.Overview:
Manage day-to-day operations of customer care team in an
organization where customer service is core to the customer value
proposition. Core responsibilities include creating process,
technology and systems to manage and report the productivity and
effectiveness of the team. This role will also play a critical in
motivating and leading a team in a fast growing and dynamic
organization.Essential Duties:Hire and develop your own customer
service team. Eventually Manage customer service representative
team to achieve high customer satisfaction through timely and
personable interactions.Support a process and manage customer
complaints and escalations in alignment with management
expectations.Bring forward ideas and solutions for making customer
experience the best it can be, specifically related to technology,
process and staffing.Provide weekly reports on productivity and
effectiveness of the customer service team.Contribute to monthly
operational reports on customer trends, preferences, satisfaction
scores.Lead the planning and implementation of customer service
technology integration with sales force to improve functions such
as real-time customer relationship management tools and reporting,
online and phone interactions.Drive quality assurance of customer
care team, including maintaining team policy and procedures as well
as motivating and encouraging the team.Communicate frequently, and
cross-functionally to achieve project goals within timelines.Track
and present findings to leadership with clarity and confidence.Work
independently.Participate in collaborative meetings within other
departments.Education and Additional Requirements:Bachelor's degree
preferred.Minimum 5 years of customer care/customer management
experience.Ability to manage Customer Relations Management (CRM)
systems, and web applications.Proficiency in MS Word Excel, Access,
PowerPoint and Projects applications.Demonstrate ability to drive,
improve and develop processes.Understand strategy and roadmaps of
the business teams.Strong analytical skills.Good communication and
interpersonal skills.Other duties as assigned. Why Work for
Trumark?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).Monthly wellness
stipend. Milestone appreciation program401k with company matching,
we are helping you plan for future retirement.Hybrid work
flexibility.Pay range $75k-88k based on experience PI208133864
Keywords: Trumark Companies, Newport Beach , Customer Care Manager, Executive , Newport Beach, California
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