Customer Care Manager, Omaha

Hubbell Realty Company; La Vista (NE); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

Hubbell Realty Company is seeking a Customer Care Manager to serve as the primary homeowner relationship manager throughout the warranty period. The role leads the customer care process from intake to closure, delivering a best-in-class homeowner experience through proactive communication, warranty administration, project coordination, scheduling, documentation, escrow management, and reporting.

The Manager acts as the project manager for warranty activity and serves as the liaison among

Qualifikationen

• Associate degree (or equivalent experience) preferred.
• 3–5 years of experience in customer care, hospitality administration, warranty administration, or related fields preferred.
• Experience coordinating multiple stakeholders and priorities.

Aufgaben

• Serve as the primary homeowner contact after closing and manage communications throughout the warranty lifecycle.
• Own warranty requests intake through closure and maintain accurate records and schedules.
• Create and manage warranty work orders and ensure timely follow-up and escalations.
• Coordinate with homeowners, trade partners, and field personnel to ensure responsive service.

Kenntnisse

Customer service

Project coordination

Communication

Organizational skills

MS Office

Warranty/ERP systems

Ausbildung

Associate’s degree or equivalent

Tools

ECI warranty/ERP

Microsoft Office

Jobbeschreibung

The Customer Care Manager serves as the primary homeowner relationship manager throughout the warranty period and owns the customer care process from intake through closure. This position is responsible for delivering a best-in-class homeowner experience through proactive communication, warranty administration, project coordination, scheduling, documentation management, escrow management, reporting and customer satisfaction initiatives.

The Customer Care Manager functions as the project manager for all homeowner warranty activity, ensuring service requests are properly addressed and serves as the primary liaison between homeowners, trade partners, field warranty personnel, construction operations, accounting, and leadership.

Essential Duties and Responsibilities

Homeowner Communication & Customer Experience

• Serves as the primary contact for homeowners following closing.
• Manages homeowner communications throughout the warranty lifecycle. Responds to homeowner inquiries, concerns, and warranty requests in a professional and timely manner.
• Establishes homeowner expectations regarding warranty coverage, repair processes, timelines, and responsibilities.
• Maintains best-in-class communication regarding service request status and resolution activities.
• Coordinates and facilitates homeowner touchpoints including 60-day and 11-month reviews.
• Supports homeowner surveys and customer feedback initiatives.
• Monitors homeowner feedback and escalates concerns requiring leadership attention.
• Creates a positive customer experience that drives homeowner referrals and company reputation.

Warranty Administration & Project Management

• Owns the administrative management of all warranty requests form intake through closure.
• Reviews, enters, categorizes, and tracks homeowner warranty requests.
• Creates and manages warranty work orders within company systems.
• Maintains accurate service scheduled and project timelines.
• Tracks open work orders and escalates aging service requests.
• Ensures work orders are properly documented, updated, and closed.
• Maintains warranty records, photographs, correspondence, and supporting documentation.
• Generates warranty and operational reports.
• Reviews warranty performance metrics and identifies areas for improvement.
• Performs work in both office and field environments as required to support homeowner service needs, project coordination activities, and warranty operations.
• Participates in a rotating emergency on-call schedule, serving as a primary contact for urgent homeowner issues.
• Coordinates service schedules between homeowners, trade partners, and field warranty personnel.
• Confirms appointments and manages schedule changes.
• Tracks trade responsiveness and completion timelines.
• Communicates service expectations to vendors and trade partners.
• Supports trade partner accountability through performance reporting and issue tracking.

Escrow, Seasonal, and Post-Closing Management

• Tracks outstanding escrow obligations.
• Coordinates escrow completion activities with homeowners and trades.
• Processes escrow release documentation.
• Monitors seasonal completion items such as landscaping, concrete, exterior finishes, and weather-dependent work.
• Maintain accurate tracking and reporting of outstanding and completed items.
• Collects warranty documentation and certifications from vendors. Maintains vendor warranty documentation.
• Manages post-closing homeowner documentation and warranty materials.
• Processes warranty-related VPOs.
• Coordinates warranty reimbursement, deposits, refunds, and payments.
• Maintains payment documentation and records.
• Assists with departmental budgeting and cost tracking.
• Performs general administrative duties, including document management and correspondence.
• Prepares materials for warranty meetings.
• Tracks response times and service performance.
• Analyzes recurring service issues.
• Recommends process improvements and efficiency opportunities.
• Supports implementation of customer experience initiatives.

Requirements

• Associate’s degree in business, Construction Management, or related field preferred; equivalent experience considered.
• 3-5 years of experience in customer care, hospitality administration, warranty administration, or residential construction administration, property management, or related experience preferred.
• Experience coordinating multiple stakeholders and priorities.

Success Factors

• Strong customer service orientation with the ability to handle sensitive homeowner concerns professionally.
• Excellent organizational and multitasking abilities with high attention to detail.
• Effective written and verbal communication skills
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Working knowledge of construction terminology and residential building processes.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and warranty/ERP systems (E.g. ECI).

Note:

This job description describes the general nature and essential functions of the position without including peripheral and incidental duties. Contents of this job description are subject to change at the discretion of the employer. Employees may receive other job-related instructions and be required to perform other job-related work as requested by the manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.