Warranty Care Manager Job at Brookfield Properties
Location
Centennial - 6465 S. Greenwood Plaza Blvd, Suite 700
Business
As part of Brookfield Asset Management — one of the largest alternative asset managers in the world — we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound ESG practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures — we are reimagining real estate from the ground up.
We redefine how home and life come together for over 60 years. At Brookfield Residential, a leading North American land developer and homebuilder within the Brookfield Properties family, we have had one goal in mind – to create the best places to call home. From the development of award-winning vibrant communities to the building of well-designed homes and commercial properties, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community.
Learn more
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If you're ready to be a part of our team, we encourage you to apply.
Job Description
Your Team
The Customer Care Manager is involved in the day-to-day management of field operations at various sites that are under his/her direction. Manager is responsible for all customer care representatives and day-to-day operations of warranty services and homeowner requests as part of achieving customer satisfaction. Resolve escalated customer issues with home in compliance with the Brookfield new home warranty program. Customer Care Manager will be responsible for regional Avid scores for Mid Year, Year End, and Multi Year surveys.
Your Key Deliverables
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Manage the warranty service program and post possession relationship with customers.
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Manage the Customer Advocacy Program ensuring execution of all scheduled customer walks and services.
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Regular interaction and communication with customers ensuring positive customer experience with service department.
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Ensure quality and timeliness of all service request resolutions, goal for resolution to be 15 days.
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Ensure positive results on customer satisfaction surveys.
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Develop and cultivate strong trade partner relationships, and enhance communication with trade partners’ warranty departments.
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Meet with dissatisfied customers to address customer relations issues.
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Complete high priority and complicated customer service requests in support of Customer Care Representatives.
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Lead weekly Warranty team meetings, reviewing all open service requests and providing guidance and support where needed for item completion.
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Lead the onboarding training of new Customer Care Representatives.
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Provide assistance as needed when others are on vacation, out sick, or their workload is excessive.
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Work with Customer Care team for learning and implementing best practices.
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Assist Customer Care Representatives with escalated situations with trades/contractors.
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Develop objectives, conduct mid year, and year end reviews.
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Help establish department Policies and Procedures and educate the Field Representatives in implementation of said policies.
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Report status of walk through schedules, open service requests, subcontractor performance, etc. to CX Manager.
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Lead the creation of new or enhanced technology solutions in support of improved customer experience.
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Work with the Customer Care Coordinator and Specialist in the support and training of Customer Care department on new IT systems and processes.
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Maintain operational budget for department.
Must Haves
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5-7 years previous customer service experience
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2+ years in a people leading position
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Proven ability to deliver exceptional customer service
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Ability to work well individually and in a team setting, demonstrating professionalism
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Possess excellent written and verbal communication skills
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Knowledge of construction processes
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Demonstrated ability to manage conflict and convey solutions for problem resolution
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Competent IT skills
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Competent budgeting skills
Nice to Haves
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Post-Secondary degree or combination of education and experience
Your Opportunity
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We are proud to offer our employees what they value most:
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Competitive compensation:
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Annual Base Salary Range: $80,000-$110,00
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Annual Bonus Target (Discretionary): 20%
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Excellent extended health benefits
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401k matching
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Generous tuition assistance program
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Leadership development and mentorship programs
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Charitable donation matching
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A culture based on our values of Passion, Integrity and Community
#LI-LW1
Brookfield Properties participates in the
We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
E-Verify process
to confirm the eligibility of candidates to work in the United States.
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