Customer Service Supervisor

Customer Service Supervisor

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. D.R. Horton, Inc. is currently looking for a Customer Service Supervisor for their Warranty Department. The right candidate will assist the Customer Service Manager with the supervision of the Customer Service Department and its staff.

Essential Duties and Responsibilities:

• Assist in supervising the Customer Service Staff
• Meet with homeowners and/or subcontractors to resolve warranty disputes
• May assist in designing and implementing improved processes, operational policies, procedures, and Homeowner Manual
• May recommend changes to products or services to fulfill customer needs
• Involvement with training, communication and development of all service personnel
• Receive and confirm receipt of homeowners' requests
• Make initial contact with homeowners and schedule inspection appointments
• Evaluate homeowner's repair issues to determine if they are warrantable items. Communicate effectively if they are not warrantable items
• Schedule and manage required repairs
• Develop and maintain good rapport with contractors and ensure quality work
• Deal with the customer and subcontractors on a daily basis to assure that the customer's concerns are addressed in a timely and professional manner
• Perform minor repairs at times
• Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Techs for working each claim
• Monitor, maintain and enforce all budgets
• Review and approve all warranty department invoices
• Constantly work towards lowering average completion time for requests and service satisfaction for homeowners
• Generate reports to manage the current number of outstanding and completed warranty service requests per community per Customer Service Tech
• Track warranty expenditures per home, per superintendent per quarter
• Monitor all Customer Satisfaction Surveys and constantly strive to improve those results
• Maintain subcontractor contact lists for all communities especially for use by homeowners

Supervisory Responsibilities:

• May directly supervise one or more employee 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.

Qualifications:

• Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience.
• Must have a vehicle, a valid driver's license, and be willing to travel.

Come join a winning team with a Fortune 500 company! We are growing fast and are looking for enthusiastic attitudes and team players to join our success. We offer an excellent benefits package including: Medical, Dental and Vision 401(K) Employee Stock Purchase Plan Flex Spending Accounts Life & Disability Insurance Vacation, Sick, Personal Time and Company Holidays Multiple Voluntary and Company provided Benefits Build YOUR future with D.R. Horton, America's Builder. #WeBuildPeopleToo