Customer Care Manager

Overview Drees Homes is a family-owned home builder with a passion for making custom homes easy. For over 95 years, we've cared for our employees and customers— earning recognition as the 18th largest privately owned builder in the country and building a culture of long-tenured employees. We are proud to be a five-time U.S. Best Managed Company (2022–2026), a distinction sponsored by Deloitte Private and The Wall Street Journal, and to be Great Place to Work® certified for the past four years. Enrich your career at a company that values integrity, excellence, opportunity, stability, and success. Headquartered in Fort Mitchell, Kentucky, Drees operates in twelve metropolitan areas: Greater Cincinnati (including Northern Kentucky), Cleveland, and Columbus, Ohio; Austin, Dallas, Houston, and San Antonio, Texas; Indianapolis, Indiana; Jacksonville, Florida; Nashville, Tennessee; Raleigh, North Carolina; and Washington, D.C. Responsibilities Drees Homes is seeking candidates for the position of Customer Care Manager for our growing San Antonio, TX Division. This position is responsible for the leadership, coordination, administration, training and management of all Customer Care personnel and processes to provide quick response and resolution to all homeowner concerns. Key Responsibilities: Ensure a quick response and resolution to all homeowner inquiries and work orders Hire and direct employees to properly staff the Customer Care Department Train and manage Customer Care Representatives in all aspect of the job and expectations Audit the quality, accuracy, and proper presentation of Home Quality Inspections, New Home Presentations and 90-day Follow Ups Complete all work orders within 14 days of initial home visit Personally meet with homeowners as necessary to provide outstanding customer service Prepare and control the annual Customer Care expense budget Direct and communicate with Trade Partners Attend Division meetings Knowledge and Skills: Ability to diplomatically and effectively handle stressful customer situations, including conflict resolution Excellent written and verbal communication skills Problem solving ability and strong follow-up Customer oriented with friendly approachable demeanor Must have a positive attitude, be dependable and ethical Strong organizational and leadership skills Requirements: 4+ years previous experience in the homebuilding industry Experience in a customer service related role, preferred Familiarity with construction processes Good computer skills with an understanding of homebuilding software systems, helpful 2-4 year college degree a plus Premier Benefits to Support YOU: We offer a comprehensive benefits package, including: Medical, dental and vision Life, AD&D, and critical illness insurance Wellness rewards 401(k) savings plan Profit Sharing Paid time off increasing with tenure Tuition reimbursement Long and short disability and Parental leave Employee discount program on the purchase of a Drees Home Employee Assistance Program and much more! Excellent salary and bonus potential. Join a special team what works together to make Drees Homes a successful company and a rewarding place to work! Qualifications Equal Opportunity Employer Drug Free Workplace To learn more about Drees Homes, visit our website - PI287640600