Home Care Manager

The Home Care Manager is responsible for ensuring homeowner service requests are efficiently managed while ensuring a positive customer experience. The Home Care Manager is the single point of contact for all homeowners’ warranty needs in the year following a customer’s move-in date.

Responsibilities

Models and reinforces actions and behaviors consistent with the Company's values, mission, and culture; Serves as main point of contact for AZORI Homeowner inquiries related to warranty needs; Professionally and promptly responds to all homeowner inquiries; Manages and executes all post move-in services for AZORI Homeowners; Coordinates services with homeowners and contractors, communicates progress/updates, and proactively circles back on any outstanding items or questions; Ensures adherence to NAHB Residential Construction Standards and safety protocols for warranty repairs and concierge work; Conducts walkthroughs of Service Request Lists, Emergency Requests and Concierge Requests; Maintains and updates numerous records and schedules, including the AZORI Warranty Tracking system, files and folders in company directory, personal schedule and contractor schedules; Collaborates with subcontractors to resolve problems, including work procedures, complaints, and warranty issues; Proactively partners with and builds strong relationships with team members and key stakeholders across the organization at all levels; Ensures adherence to AZORI standard work processes and takes ownership of improvement opportunities; Stays informed and up to date on construction technology and advancements, and the latest fixes and repairs; Interfaces professionally ensures good relationships with a variety of people, including owners, managers, customers, subcontractors, internal team members, tradespersons and laborers; Identifies opportunities and drives continuous improvement related to quality of construction and delivery of post move-in service; Partners cross functionally on projects and initiatives as needed or required; Performs other related duties as necessary or assigned

Requirements

Knowledge of Residential Construction processes and products is required; Excellent customer service skills and a desire to deliver positive customer experiences; Strong organizational and time management skills; Ability to effectively multitask and juggle simultaneous demands while remaining flexible and efficient in a fast-paced environment; Ability to work independently with little direction or oversight; Excellent interpersonal as well as verbal and written communication skills; Proficient in Microsoft Office Suite; Ability to make reasonable, rational, quick decisions while under pressure and when faced with unexpected occurrences or delays; Ability to de-escalate situations and provide conflict resolution; Ability to adopt AZORI processes and standards; 5+ years’ experience in a Warranty Service representative or equivalent role; 5+ years’ experience managing subcontractors, scheduling, and invoicing; Previous experience developing, implementing, and managing a warranty program; Ability to traverse and inspect all areas of a jobsite in all types of weather; Ability to use some light hand tools and battery operated tools; Frequent use of a computer, including keyboard functions and visual acuity of 20 inches or fewer on a daily basis; Must be able to lift up to 20lbs occasionally with or without accommodation; Must be able to work in office Monday – Friday, within core business hours of 8AM-5PM; Regular travel between job sites and/or the office is required; Valid WA State Driver’s License; Acceptable driving record & proof of vehicle insurance, with AZORI listed as an additional insured party on the vehicle insurance

Nice to have

Some fluency with Spanish (read/write/speak); Bachelor’s degree or equivalent; Trade experience and hands-on capabilities

Benefits

100% covered employee premiums for medical and dental self-coverage; 100% employer-paid life insurance; 100% employer-paid long term disability insurance; Paid medical and family leave; Critical illness insurance; 401(K) with generous company match, no vesting schedule, and access to professional financial advisors; Lifestyle reimbursement account; 20 days of PTO & 9 holidays; New iPhone for your personal and business use; Free onsite parking; Company paid events; Complimentary snacks & beverages