Head of Client Services - Home Care jobs in Las Vegas, NV

Description

Position Description:

The Manager of Client and Warranty Services plays a pivotal role in ensuring the satisfaction and confidence of our clients through the warranty and any extended maintenance program operation. This role is responsible for leadership over all turnover processes, delivered home services, and the post-delivery service process and teams. This role is the key leader in the attainment of high levels of client satisfaction and collaborates with other functional areas and trade partners to continuously improve processes and services.

Responsibilities:

• Implement and manage a comprehensive warranty and post-delivery services and maintenance programs for clients that align with industry best practices, the company brand, quality, and client experience. 
• Lead the post-delivery client services teams providing guidance, training, and support.
• Responsible for achieving high levels of customer satisfaction directly and indirectly through the client services team and vendor partners.
• Responsible for oversight of all post-delivery service processes and tasks including:
• Serving as a point of contact for homeowners regarding claims and inquiries as needed or in escalated situations. 
• Ensuring timely and thorough walk-throughs with construction and delivery teams.
• Overseeing positive and comprehensive client orientation turnover experiences.
• Tracking and reporting on client issue requests from inception through completion
• Resolving client service issues, including interfaces with trade partners as necessary to resolve quality with proper financial responsibility.
• Researching latent defect claims.
• Managing all post warranty issues and applicable repairs.
• Proactively reviewing and responding, as necessary, to each client inquiry. 
• Ensure effective execution of turnover and home delivery schedules, pre-walks, client walks, and follow-ups. 
• Develop and manage relationships with trade partners. 
• Maintain accurate records of warranty claims, repairs, and replacements. Generate regular reports to analyze trends, identify areas for improvement, and track key performance indicators.
• Ensure that all warranty-related activities comply with contractual agreements and legal requirements. Work with legal and compliance teams as needed.
• Manage warranty P&L, resolution timelines, and client satisfaction. 
• Maintain client files, both active and out-of-warranty, as well as approved trade partner information.
• Oversee post-repair inspection requirements and processes. 
• Stay informed about industry best practices and innovations in construction and warranty management. Implement continuous improvement initiatives to enhance the overall customer experience.
• Lead collaboration efforts with all departments to review recurring issues, warranty trends, client satisfaction and other areas for improvement.

Requirements

• At least 5 years’ work experience in a related field preferred.
• Experience in a leadership role as a project superintendent or client services representative preferred, ideally in luxury residential.
• Have exceptional listening and communications skills.
• Follow up and follow through consistently to deliver outstanding service.
• Have excellent time management, organizational and scheduling skills.
• Experience working in an environment with rapidly shifting priorities, demands and timelines.
• Ability to listen and respond to specific requests as directed by stakeholders.
• Ability to provide ongoing training in one-on-one sessions and small groups.
• Ability to communicate effectively and professionally on multiple levels in written and verbal form.
• Must be familiar with phases of vertical construction, specifically residential.
• Competency with Microsoft Office Suite.
• Experience in completing repair of latent construction defects.
• Ability to interface with a variety of personalities is essential.
• Ability to work well under pressure and juggle multiple projects and priorities.
• Organization, prioritization, follow-up, time management and scheduling skills a must.
• Ability to project a positive and professional image of the stature befitting the position.
• Must have reliable transportation and is expected to spend time on our projects interfacing with staff, clients, sales, and construction team members.