Customer Care Team Lead

Customer Care Team Lead

Job Category Customer Service

Market Location VA - Northern Virginia

Location VA - Reston

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As a Customer Care Team Lead, you will lead a team of associates providing exceptional customer care to NVR homeowners. You will help troubleshoot any difficult situations that arise and proactively problem solve customer concerns. The team is committed to high standards and is looking for a motivated individual who can acclimate quickly and be a team player.

This role will be onsite 5 days/week in our Reston, VA office.

Primary Responsibilities

• Lead a team of 5-7 associates responsible for handling inbound calls and online requests

• Create and maintain a work-environment that promotes accountability and personal growth

• Manage and respond to customer service issues via phone and email in a timely manner

• Accurately capture and record details of customer service requests in our customer relationship management (CRM) system while speaking with callers

• Coordinate directly with field warranty employees to develop a strategy for handling long-term customer service issues

• Keep current with knowledge of NVR products and warranty procedures

• Interact with customers, build rapport, and manage relationships over the phone

Qualifications

• 3 - 6 years of professional experience in customer service

• 1 - 2 years of lead or supervisory experience, preferably within customer service

• Strong organizational skills with the ability to prioritize and multi-task

• Excellent typing skills, and spoken and written communication skills

• Familiarity with the Homebuilding industry or NVR’s products is a plus

About Us & Life at NVR

NVR has been helping families build their happily ever after since 1948. As a Top 5 US homebuilder, we’re committed to quality and to our customers and we take pride in the over 500,000 new homes we have sold and built across the country. Working in the homebuilding industry is tangible and rewarding, but not every job at NVR requires a hard hat. We don’t just sell and build new homes; we also manage teams, acquire land, manufacture materials, provide mortgages to our customers, and provide corporate support to NVR’s multi-billion dollar business operations.

At NVR, your desire to excel is matched by our commitment to your success and we’ll give you the tools and industry knowledge you need. Our management team is tenured and talented, nearly 80% of them promoted from within, so you’ll find mentors who can share their knowledge, provide career guidance and encourage your success.

NVR also offers benefits among the best in the industry that reflect the strong commitment we have to all of our employees.

• Competitive Compensation

• Home Purchase Discount

• Mortgage and Settlement Services Discounts

• Comprehensive Health, Life and Disability Insurance

• 401(k) (Full-time employees are eligible to contribute immediately)

• Employee Stock Ownership Program

• Vacation and Holidays

In addition to the traditional benefits, we offer all our employees stock ownership through a profit sharing trust as part of our retirement savings package. NVR has had the highest Earnings Per Share growth rate in the homebuilding industry for the past 10 years, so as we grow financially, so do you.

We are an Equal Opportunity Employer. Drug Testing and Credit Check are required. Applicants must be legally entitled to work in the United States, as NVR does not provide visa sponsorships.

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