Seeking Home Improvement Warranty Service Manager. EXPERIENCE IN THE HOME IMPROVEMENT, HOME REMODELING, OR HOME SERVICES INDUSTRY IS REQUIRED.

We are seeking an experienced Service leader with home improvement, home remodeling, or related B2C home services industry experience to manage a team of professional service agents helping our customers with warranty service requests.

If you've managed the Warranty Servcie or Customer Customer Dept for any of the following types of companies, we would love to speak with you:

• Replacement windows
• Home remodeling
• Home Improvement
• Home Services
• Bathroom Remodeling
• Kitchen Remodeling
• Exterior Renovations
• HVAC
• Plumbing
• Gutter Protection
• Siding
• Carpet Cleaning
• Insulation
• Painting
• Duct Cleaning
• Powerwashing
• Landscaping / Lawn Care
• Basement Finishing
• Residential Contractor

After 33 years of being a home improvement industry leader, we continue to grow and serve more customers who are looking for a trusted partner to work with on improving the beauty and value of their homes.

We have increased our Service Department to support our growth and expansion. With over 60k remodeling projects and counting, we are looking for the next leader to our expanding family.

Warrantey Services Manager Position Overview:

The ideal candidate is EXPERIENCED in our industry, and has a strong desire to serve our clients while mentoring and managing a great team. S/he is responsible for maintaining the highest level of customer satisfaction and handling escalated customer concerns, as well as contacting customers post-service visit for quality assurance purposes and insightful feedback. The leader of this area should be comfortable creating, tracking and reporting on Dept KPIs, optimizing the logistics of service technician scheduling and routing, and staffing the Dept to handle the flow and demand of service requests.

Warranty Services Manager Qualifications:

• Degree in Business, Communications, Marketing or related field, a plus
• 3-5+ yers of Customer Service / Warranty Service Management experience in residential construction, remodeling, home improvement, replacement windows, bathroom remodeling, kitchen remodeling, roofing, siding, gutter protection, plumbing, or other home services like carpet cleaning, duct cleaning, etc., is highly desired.
• 3-5+ years of experience leading a team of customer service agents.
• Strong desire and keen abilty to effectively manage customer concerns and move projects along expeditiously.
• Significant experience working with CRM and scheduling tools with a high comfort level.
• Significant recruiting, hiring and training experience.
• Ability to create, track, review and report on key KPIs, such as service duration and visits per month by location and task types.
• Ability to manage Installer chargebacks for labor warranty and maintenance fund reconciliation.
• Strong verbal and written communication skills and ability to document all service parts ordered and received in our CRM.
• Highly organized and KPI-driven, with the ability to set up new procedures and teach a team to be proficient in using them
• Tech-savvy with the ability to use software and apps to improve response times, scheduling processes, and customer communications.

Warranty Service Manager Benefits:

• Highly Competive Compensation Package
• Generous time-off benefits, including company Holidays
• Health, Dental, and Life insurance options
• 401K Retirement Savings
• AFLAC Supplemental Insurance
• High level of autonomy
• Career advancement opportunities
• Ability to work independently
• Professional work environment, brand-new, centrally located offices
• State-of-the-art technology tools and resources
• Backing of 33-year-old proven Industry leader
• Collaborative, driven, entrepreneurial environment

Ideal Candidate:

Experience in a Customer Service Leadership role in home improvement, home remodeling, residential construction, or home services such as roofing, siding, insulation, bath or kitchen remodeling, windows, doors, aging-in-place, plumbing, hvac, carpet cleaning, duct cleaning, garage door installation and service, and similar service companies helping homeowners with maintenance, remodeling, or construction.

About Us:

At Improveit Home Remodeling, we pride ourselves on providing world-class customer experiences. The ideal candidate for this role will have a healthy balance of our 5 core values: Whatever It Takes, Never Satisfied, Committed to Excellence, Customer First, and Win Together.

Serving the needs of homeowners since 1989, Improveit! Home Remodeling is a leading, continuously growing, replacement contracting company headquartered in Columbus Ohio. Markets served include Columbus, Dayton, Cincinnati, Louisville/Lexington and Southern Indiana. We specialize in replacement windows, bathroom remodeling and walk-in safety tubs. BBB-Accredited with an A+ rating and 23-time Consumers’ Choice Awards Winners, we’ve completed over 60,000 jobs, and one in four is for a repeat customer.

We foster a culture focused on winning and our passion is deeply rooted in continuous improvement. We seek leaders who are interested in developing leaders. For us, “Improveit” is more than a name – it’s an attitude that governs all that we do for our staff, our customers, and our communities.

We value curiosity, passion, continuous improvement, and the relentless pursuit of excellence. If working for an organization that is driven to be the best and understands that it takes a stellar mix of people, processes, and technology to be a leader, this could be the home for you.

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Columbus, OH 43219: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Home Services or Home Improvement Industry: 5 years (Preferred)
• Warranty Service Management: 5 years (Required)

Work Location: One location

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