At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a key member of our customer care team, the Virtual Customer Care Manager will play a vital role in ensuring that our customers receive timely and effective support for their warranty-related issues. If you're a customer-focused professional with a passion for resolving complex problems and building strong relationships, we encourage you to apply for this exciting opportunity.
**Job Summary:**
As a Virtual Customer Care Manager at arenaflex, you will be responsible for coordinating virtual responses to customer warranty calls, analyzing issues, and determining the best course of action to resolve them. You will work closely with our customers to understand their concerns, provide solutions, and ensure that their issues are resolved efficiently and effectively. Your strong communication and problem-solving skills, combined with your ability to work in a fast-paced environment, will enable you to make a significant impact on our customers' experiences.
**Key Responsibilities:**
* Coordinate virtual responses to customer warranty calls through the TechSee platform and MS Dynamics 365, ensuring timely and effective resolution of issues.
* Conduct thorough analysis of customer issues to determine the root cause and develop a plan to resolve them.
* Create service requests, line items, and work orders in MS Dynamics 365 as necessary, based on the results of the virtual inspection.
* Manage service requests to resolution, confirming that scheduled repairs are complete and closing out the SR in MS Dynamics 365.
* Effectively manage large volumes of incoming calls, emails, and virtual appointments, building sustainable relationships of trust through open and interactive communication.
* Address customer complaints, provide solutions and/or alternatives within warranty guidelines, set proper expectations for the repair process, and follow up to ensure resolution.
* Determine and document the root cause of common service items, reporting on opportunities for improvement.
* Perform related administrative duties, confirmations, and in-home inspections as needed.
* Other duties as assigned by management.
**Management Responsibilities:**
* Delegate work according to employees' abilities and skills, ensuring that tasks are completed efficiently and effectively.
* Provide input to employees' performance evaluations, helping them to grow and develop in their roles.
* Assist in identifying internal and external training opportunities, ensuring that employees have the skills and knowledge needed to succeed.
* Provide continuous coaching on functional and leadership standards, technical skills, and behaviors.
**Scope:**
* Decision Impact: Division
* Department Responsibility: Single
* Budgetary Responsibility: No
* Direct Reports: No
* Indirect Reports: No
* Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions - heat, rain, cold, etc.
**Required Education/Experience:**
* Minimum High School Diploma or equivalent
* Bachelor's Degree preferred
* Minimum of 1-2 years of construction industry experience
* Proven customer care experience with a strong emphasis on quality of service and follow-up
**Required Licensing, Registration, and/or Certifications:**
* Valid driver's license as driving is an essential function of this position
**Required Skills/Knowledge:**
* Customer-oriented with conflict resolution skills, the ability to adapt and respond to different personality types
* Excellent communication and listening skills, with analytical ability to perform root cause analysis
* Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively
* Technology-savvy, with excellent computer skills, and an overall understanding of basic Microsoft Office Suite programs
* Additional consideration will be given to candidates with experience working within MS Dynamics 365 and TechSee
**Work Environment and Company Culture:**
At arenaflex, we're committed to creating a positive and inclusive work environment that supports the growth and development of our employees. Our company culture is built on the values of customer focus, innovation, and teamwork, and we're passionate about delivering exceptional results that exceed our customers' expectations. As a Virtual Customer Care Manager, you'll have the opportunity to work with a talented team of professionals who share your passion for customer care and are dedicated to making a difference in our customers' lives.
**Compensation, Perks, and Benefits:**
We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We're also committed to providing ongoing training and development opportunities to help you grow and succeed in your role.
**How to Apply:**
If you're a motivated and customer-focused professional with a passion for resolving complex problems and building strong relationships, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the Virtual Customer Care Manager role. We can't wait to hear from you!
**Equal Employment Opportunity:**
arenaflex is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.
**E-Verify:**
This organization participates in e-Verify.
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