Customer Service Area Manager

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries.  Please visit our website at www.drhorton.com for more information.

D.R. Horton, Inc. is currently looking for a Customer Service Area Manager for their Warranty Department.  The right candidate will be responsible for managing a group of Customer Service personnel in a specific geographic area and for the delivery of quality warranty service and homeowner satisfaction.

Essential Duties and Responsibilities

• Plan and direct warranty activities of the Customer Services Technicians, Customer Service Assistants, and other staff as assigned specific geographical areas
• Meet with homeowners and/or subcontractors to resolve warranty disputes
• Assist with developing and continually update Customer Service department policies and procedures and Homeowner's Manual
• Monitor, maintain and enforce all budgets
• Set appointments with homeowners pertaining to items deemed not warrantable
• Manage a staff of customer service representatives and ensure that customers are retained, satisfied and that their needs are fulfilled
• Responsible for designing and implementing improved processes and operational policies
• Recommend changes to products or services to fulfill customer needs
• Total involvement with training, communication and development of all service personnel
• Review every service request, manage assignments and offer preliminary guidance as needed to properly prepare the warranty service manager for working each claim
• Meet with homeowners and subcontractor when necessary to resolve issues
• Constantly work toward lowering average completion time for requests and service satisfaction for homeowners

Supervisory Responsibilities

Directly manages two or more employees in the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Salary range $65,000-$75,000 annually plus a quarterly bonus