Experienced Virtual Customer Care Manager – Warranty Support and Service Delivery

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our Virtual 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 problem-solving and a knack for building strong relationships, we'd love to hear from you.

Job Summary:

As a Virtual Customer Care Manager, you'll be responsible for coordinating our virtual response to customer warranty calls, analyzing issues, and determining the best course of action to resolve them. You'll work closely with our team to manage service requests, create work orders, and ensure that repairs are completed efficiently and effectively. Your exceptional communication skills, analytical abilities, and customer-centric approach will enable you to build trust with our customers and drive sustainable relationships.

Key Responsibilities:

* Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365, ensuring timely and effective issue resolution

• Conduct analysis of issues via virtual appointments to triage and determine the best next steps
• 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 amounts of incoming calls, emails, and virtual appointments, building sustainable relationships of trust through open and interactive communication
• Address 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 employee's abilities and skills

• Provide input to employee's performance evaluations
• Assist in the identification of internal and external training opportunities
• Provide continuous coaching with regard to 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

Why Join arenaflex?

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe that our employees are our greatest asset, and we're dedicated to providing opportunities for growth, development, and success. As a member of our team, you'll enjoy:

• Competitive compensation and benefits package
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements to support work-life balance

How to Apply:

If you're a motivated and customer-focused professional with a passion for problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. 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.

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