Area Service Manager (New Homes - Customer Care)

At Van Metre, we believe that each employee contributes directly to our growth, success, and culture. We seek out candidates who love to challenge themselves and work with others to fulfill this role. Van Metre Companies is seeking an Area Service Manager to work with our Customer Care team within our New Homes Division!

Van Metre is looking to continue to revolutionize the customer's experience in the homebuilding industry, and this position is critical to carrying out that vision. Please note that this position requires the ability to travel to our different communities throughout.

Responsibilities:

On-Site Activities: This position will involve a lot of time on-site carrying out Van Metre's warranty in the customer's home after settlement.

• They will be responsible for conducting any required inspections in the home. They will need to be able to determine the cause of the customer issue, successfully identify if the issue is covered under warranty, and effectively communicate the conclusion and remediation to the customer.
• Detailed knowledge of the Van Metre warranty is required.
• In carrying out the warranty the individual will be responsible to document their action items and conclusions of the inspection, as well as ensuring the completeness of the required work needed (e.g., ordering materials or executing purchase orders to authorize work).
• At times they may need to be present to oversee warranty repairs in the home during service workdays and be the point of contact with the homeowner during the workdays.
• This position will work with their community team to ensure they have what they need for a successful completion of service for the day.

Customer Interaction: The most important responsibility of the Customer Care department is the customer/homeowner. This individual will help own the homeowner relationship after the settlement on their new home. This position will be the expert in aiding the homeowner through their Service / Warranty phase by coordinating service visits, trade partners, and meeting the homeowner's needs.

• This position will require frequent in-person interaction with our homeowners, trade partners, and other Van Metre employees.
• Provide timely and effective responses to homeowner's emails and phone calls.
• It is critical this individual consistently brings a positive attitude every day and always focuses on ways to delight our homeowners.
• Proactively serving the homeowner during their experience with Van Metre
• Other:
• Work with other departments, including Construction to work through escalated issues.
• Constant communication with the community team.
  

Requirements:

• 5-10+ years of experience in Home Service, Construction, Renovation preferred.
• Additional experience in either customer service, construction or hospitality preferred.
• Dependable transportation.
• Ability to use outlook calendar, PDF expert on mobile devices, CRM tools, and the ability to learn new software.
  
  

Who You Are:

• Self-motivated, energetic individual with a positive/professional attitude.
• Exceptional organizational skills and can manage multiple jobs at once.
• An excellent communicator (both written and verbal) with strong interpersonal skills.
• Avid Team Player and passionate about serving customers.
• Extremely dependable and punctual.
  
  

Compensation and Benefits information: Van Metre offers excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program. We encourage employees to make full use of vacation and other company-paid leave to refresh their bodies and minds.

• Base Salary: $65,000-$77,000 annually (Pay is commensurate with experience, education, training, and skills)
• Paid Time Off: 14 paid holidays; 10 vacation days, 10 sick days, Two Volunteer Days off, Two Personal Days, Winter Holiday Break, Day off for Annual Physical, Day off for your Birthday; comprehensive parental and bonding leave
• Retirement Planning: Company Matched 401(k) Retirement Savings Plan; access to retirement planning coaches
• Wellness: Annual Wellness Reimbursement of up to $900; Free and unlimited access to TaskHuman Wellness App for yourself and your family members.
  
  

Van Metre Core Values

Integrity; Ownership; Respect and Dignity; Diversity and Inclusion; Teamwork; Community; Work/Life Balance

Van Metre Mission Statement

The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company's founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company's emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services. It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the "Van Metre" signature an icon for elegant residential communities, and industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments.