Director of Customer Care Job Opening in Huntsville, AL
Residential Construction / Home Builder Career Opportunity
We are teaming with a leading home builder with operations in Huntsville, AL, searching for a Director of Customer Care to manage and be directly responsible for customer service operations. A strong construction background with a fast-paced, high-volume homebuilder is necessary for this role, and only candidates with homebuilding experience will be considered.
In this role, the ideal candidate will provide supervise, coordinate, and manage daily operations of the customer relations department and associates, including, but not limited to, scheduling, material ordering and check-in, quality control, trade partner management, and effective material control. We’re seeking top candidates to mentor, train and supervise the customer care team while monitoring adherence to our client’s policies and procedures.
This opportunity will allow you to work with some of the best / smartest leadership in the homebuilding industry on a divisional and corporate level. The comp, benefits, and opportunity for personal and professional growth are solid for this opportunity.
Director of Customer Care Responsibilities
- Develop and implement customer care strategies and initiatives to enhance customer satisfaction and retention.
- Manage all customer relations activities, including responding to inquiries, resolving issues, and ensuring timely communication.
- Schedule and oversee daily trade partner activities to ensure compliance with job schedules and scopes of work, providing feedback to the Director of Construction & Purchasing regarding partner performance.
- Ensure customer homes are clean and safe, and maintain positive relations with both customers and trade partners.
- Provide initial and ongoing training to the construction and customer care teams on warranty issues, ensuring staff is equipped to provide the highest level of customer service.
- Set and achieve Divisional goals, demonstrating accuracy and thoroughness in all work performed.
- Communicate effectively and professionally, both verbally and in writing, with customers, trade partners, and internal staff.
- Foster a culture of open communication and proactive issue resolution within the customer care team, working closely with colleagues to ensure quality outcomes.
- Lead, coach, mentor, and manage individuals and teams to ensure optimal performance and overall organizational value.
- Monitor and manage departmental performance against agreed targets and budgets while complying with company policies and standards.
- Conduct regular performance appraisals and provide ongoing feedback and training to staff.
- Work closely with the construction team to ensure customer needs are met and issues are resolved in a timely manner, promoting a culture of excellence and quality across the organization
Director of Customer Care Requirements
- A high school diploma or equivalent is required, or equivalent work experience.
- A Bachelor’s degree in a related field is preferred, or a combination of equivalent education and experience.
- A minimum of 5 years of experience in project and construction management in residential construction is required.
- Must have a valid driver’s license, good driving record, and valid auto insurance coverage.
- Advanced knowledge of scheduling, budgeting, and document management is required.
- Must have the ability to read and interpret blueprints accurately.
- Computer literacy and proficiency in Microsoft Office products (Word and Excel) are essential.
- Excellent follow-up, communication (both written and verbal), and time management skills are required.
Industry Leading Benefits:
- Competitive compensation
- Health care with medical, dental, vision, and prescription drug coverage
- 401(k) with company-matching contributions
- Disability programs
- Employee and dependent life insurance
- Vacation and company holidays