Customer Care Manager

The Drees Company; San Antonio (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental and vision

Life, AD&D, and critical illness

Wellness rewards

401(k) savings plan

Profit Sharing

Paid time off

Tuition reimbursement

Disability and Parental leave

Employee discount program

Employee Assistance Program

Job summary

Drees Homes in San Antonio, TX is seeking a Customer Care Manager to lead the Customer Care team, coordinate operations, and manage processes to deliver timely resolution of homeowner concerns.

You will hire and train staff, supervise representatives, audit quality of inspections, complete work orders within 14 days, engage with trade partners, and help manage the annual budget while upholding exceptional service.

Qualifications

• Diplomatically handle stressful customer situations and maintain composure.
• Excellent written and verbal communication skills.
• Strong problem solving and follow-up abilities.
• Customer-oriented with friendly demeanor.
• Demonstrated organizational and leadership capabilities.

Responsibilities

• Respond quickly to homeowner inquiries and resolve work orders.
• Hire and direct staff to properly staff the Customer Care Department.
• Train and manage Customer Care Representatives across all aspects of the role.
• Audit quality and presentation of inspections, presentations, and follow-ups.
• Complete all work orders within 14 days of first home visit.
• Meet with homeowners as needed to ensure outstanding service.
• Prepare and control the annual Customer Care expense budget.
• Direct and communicate with Trade Partners and attend division meetings.

Skills

Stress management

Communication skills

Problem solving

Customer-oriented

Leadership

Organization

Education

College degree preferred

2-4 year college degree a plus

Tools

Homebuilding software

Job description

Overview

Drees Homes is a family-owned home builder with a passion for making custom homes easy. For over 95 years, we've cared for our employees and customers- earning recognition as the 18th largest privately owned builder in the country and building a culture of long-tenured employees.

We are proud to be a five-time U.S. Best Managed Company (2022–2026), a distinction sponsored by Deloitte Private and The Wall Street Journal, and to be Great Place to Work® certified for the past four years.

Enrich your career at a company that values integrity, excellence, opportunity, stability, and success.

Headquartered in Fort Mitchell, Kentucky, Drees operates in twelve metropolitan areas: Greater Cincinnati (including Northern Kentucky), Cleveland, and Columbus, Ohio; Austin, Dallas, Houston, and San Antonio, Texas; Indianapolis, Indiana; Jacksonville, Florida; Nashville, Tennessee; Raleigh, North Carolina; and Washington, D.C.

Responsibilities/Qualifications

Drees Homes is seeking candidates for the position of Customer Care Manager for our growing San Antonio, TX Division. This position is responsible for the leadership, coordination, administration, training and management of all Customer Care personnel and processes to provide quick response and resolution to all homeowner concerns.

Key Responsibilities:

Ensure a quick response and resolution to all homeowner inquiries and work ordersHire and direct employees to properly staff the Customer Care DepartmentTrain and manage Customer Care Representatives in all aspect of the job and expectationsAudit the quality, accuracy, and proper presentation of Home Quality Inspections, New Home Presentations and 90-day Follow UpsComplete all work orders within 14 days of initial home visitPersonally meet with homeowners as necessary to provide outstanding customer servicePrepare and control the annual Customer Care expense budgetDirect and communicatewith Trade PartnersAttend Division meetings

Knowledge and Skills:

Ability to diplomatically and effectively handle stressful customer situations, including conflict resolutionExcellent written and verbal communication skillsProblem solving ability and strong follow-upCustomer oriented with friendly approachable demeanorMust have a positive attitude, be dependable and ethicalStrong organizational and leadership skillsRequirements:

4+ years previousexperience in the homebuilding industryExperience in a customer service related role, preferred

Familiarity with construction processes

Good computer skills with an understanding of homebuilding software systems, helpful

2-4 year college degree a plus

Premier Benefits to Support YOU:

We offer a comprehensive benefits package, including:

Medical, dental and vision

Life, AD&D, and critical illness insurance

Wellness rewards

401(k) savings plan

Profit Sharing

Paid time off increasing with tenure

Tuition reimbursement

Long and short disability and Parental leave

Employee discount program on the purchase of a Drees Home

Employee Assistance Program and much more!Excellent salary and bonus potential.

Join a special team what works together to make Drees Homes a successful company and a rewarding place to work!

Summary

Equal Opportunity EmployerDrug Free WorkplaceTo learn more about Drees Homes, visit our website - www.dreeshomes.com