Assistant Customer Care Manager

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

The Assistant Customer Care Manager (ACCM) is responsible for working with the Customer Care Manager (CCM) to lead the Customer Care team in responding competently, promptly, and efficiently to claims for warranty service or reimbursement in a manner which follows state and federal guidelines, exceed the expectations of our customers, enhances the reputation of our retailers, and contributes to the profitability of our company.   In all activities promote the stated mission of the company. The ACCM will assume responsibility for the team during the CCM absence and report back upon return.

• Three to 5 years of experience in the manufactured home building industry or similar, preferred.
• Computer literate.  Successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
• Proven ability to lead and manage multiple team members towards improved customer experience.
• Good driving record required (Motor Vehicle Records checks will be performed).

  Essential Duties and Responsibilities are as follows.  Other duties may be assigned.

General

• Assist in leading a team that will follow through to completion customer care service requests and work orders through a warranty bill back process, the use of facility service technicians, and outside independent contractors.
• At the manager’s discretion, oversee the parts orders process by Customer Care Parts Coordinator: create, pull and distribute parts orders based on the service request that will originate from customer service technicians, retailers, and builders.
• And or, oversee the works orders process by Customer Care Service Coordinator: enter and edit customer service work orders, research history, and report to government agencies.  Document and file all necessary information to comply with company and government regulations.
• Help to ensure that all work orders, request for service, and requests for payments are within the written policy requirements. Escalate special circumstances, when applicable.
• In the managers absence, provide verbal and written feedback as to the state of the customer service department to the general manager, senior facility staff, and management at the home office.
• Work with the team to ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Follow and enforce all federal processes and requirements of 24 CFR Part 3282; specifically, but not limited to Subpart I and F.
• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.
• Follow and enforce all CMH Manufacturing, Inc. policies with regards to the hiring, regulation, and continuous employment of all independent contractors.
• Proficiency in reading and interpreting construction prints and technical drawings.

  Language Skills, Ability to read and interpret documents such as policies, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of peers or team members.

Analytical Skills. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs preferred. Ability to pull reports through the STP system, analyze and report back to the management team.

Computer Skill. A working knowledge of Microsoft Office and its components; mainly Word, Excel, and Outlook (calendars and email).  Ability to learn new programs as needed.

Reasoning Ability. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

  Rules and Regulation. All team members must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy.

Physical Demands. The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the team member is regularly required to sit and talk or listen. The team member is occasionally required to stand; walk; use hands to handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The team member must occasionally lift and/or move up to 40 pounds.

Work Environment. The work environment characteristics described here are representative of those that a team member will encounter while performing the essential functions of this job, but frequent visits to our production plant will happen, requiring personal protective equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job (inspections, training, audits, etc.), the team member may be exposed to outside weather conditions, and may be exposed to frequent and long-range driving. The noise level in the work environment ranges from moderate (office/road/customers’ homes) to loud (production plant).

Business Unit - B00018