***The deadline for applications to this position is 9/30/26***

A Brief Overview

The Director of Customer Care holds responsibility for all Warranty Service activities within the San Antonio and Laredo divisions, managing the warranty department to ensure customer satisfaction, quality, value, profitability, and timely completion of all customer service-related work. This role oversees all service personnel and subcontractors in achieving these goals. This position contributes to the customer's satisfaction as the View Homes representative and the customer's representative to the company. As a leader in this organization, this role must maintain a mindset of continual improvement and work diligently to foster a culture of continual improvement within your team, your department, and the company.

What you will do

Responsible and accountable for all aspects of the Customer Care Departments in San Antonio and Laredo Divisions.
Required to travel to Laredo at least once a week, or as often as needed and/or as directed by Area President.
Responsible for meeting or exceeding Corp performance standards vs performance for the Customer Care Dept, i.e., warranty spends, warranty request ticket times, etc.
Manage and serve as the point person for all elevated customer claims, complaints, etc. to resolution.
Coordinate and manage legal issues with management as needed or directed.
Supervise, train, coach, and mentor Customer Care Reps, Orientation Specialists, and Customer Care Coordinators
o Effectively manage and ensuring appropriate staffing and budgets.
o Interviews and recruits Customer Care Team.
o Conduct monthly/quarterly and/or annual performance appraisals.
o Responsible for providing associates with ongoing, timely, candid and constructive feedback; developing associates to their full potential.
o Develop performance improvement plans if an associate's performance is not meeting expectations.
Work closely with the construction team to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality product.
Constantly provide subcontractor, supplier, or product feedback to Construction on re-occurring warranty and/or Orientation issues.
Participate in bi-weekly, company-wide departmental Team meetings with Customer Care and Construction teams.
Responsible for Eliant Move-in, Mid-Year and End of Year Surveys. Point person to Eliant.
Lead role in developing and training all new company initiatives in Customer Care, i.e., BuildPro Warranty module, Customer Care module in the portal, etc.
Perform other duties that may be assigned from time to time by the Area President or Regional VP of Operations.
Role Model and live the Company's Values and Behaviors. Know the Company's Vision, Mission, and Objectives and continually communicate and reinforce these to Team Members.
Adhere to written Standard Operating Procedures for all aspects of this position. Develop and adhere to departmental operating guidelines and company's employee manual.
Maintaining a constructive environment at work, encouraging Insightful and enthusiastic teamwork that generally creates positive attitudes and builds supportive morale.
Participating in training when needed. This includes learning product knowledge, procedural proficiencies, and computer software.
Foster, encourage, and reward a fun, positive, successful values-based culture!
This position requires driving for the Company using either 1) a Company vehicle, at any frequency from Rarely to Constantly; or, 2) a Personal or Rental vehicle to conduct Company business more than 50% of the time to perform work duties.

Education Qualifications

Minimum two years college, professional or vocational training in this field or exceptional direct experience required.

Experience Qualifications

Minimum eight years' experience in customer service and or Construction industry. required.

Knowledge, Skills, and Abilities

Able to manipulate and use CRT/screens, keyboards, mouse/pointing devices, etc., associated with contemporary computers.

Licenses and Certifications

DL NUMBER - Driver's License, Valid and in State required.

Compensation

We are committed to offering competitive and equitable compensation. The hiring range for this position is generally between $86,500 - $113,500, exclusive of fringe benefits or potential bonuses. This position is also eligible for a performance bonus. Final salaries will be determined based on factors such as geographic location, skills, education, licenses, certifications, and/or experience. In addition to these factors - we believe in the importance of pay equity. Please keep in mind that the range mentioned above is the general Hiring Range for the role. Hiring at the top of the range is reserved for exceptionally qualified candidates. We consider internal and external factors as a part of every final offer. We also offer a generous total compensation and benefits package.

Benefits

A competitive salary is only one part of your total rewards. We also offer a comprehensive benefits package, including paid time off, medical, dental, life and disability insurance, HSA/FSA accounts, retirement, rewards programs, and so much more!

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Director of Customer Care