Job Details
** Position Description**
**Customer Care Team Lead** Job Category **Customer Service** Market Location **VA - Northern Virginia** Location **VA - Reston** NVR has been helping families build their happily ever after since 1948. As a Top 5 US homebuilder, were committed to quality and to our customers and we take pride in the nearly 500,000 new homes we have sold and built across the country. Working in the homebuilding industry is tangible and rewarding, but not every job at NVR requires a hard hat. We dont just sell and build new homes; we also manage teams, acquire land, manufacture materials, provide mortgages to our customers, and provide corporate support to NVRs multi-billion dollar business operations.
As a **Customer Care Team Lead**, your empathy and interpersonal skills will help you provide exceptional customer care to NVR homeowners. Youll be able to leverage your experience with customers to lead your team to evaluate a callers issue and troubleshoot with them to help turn around a difficult situation. Your eagerness to learn about our homes and processes will help you acclimate quickly and lead a team committed to high standards. You're motivated by the opportunity to proactively problem solve, address a customer's concerns, and find a resolution that creates a positive outcome.
**Primary Responsibilities**
* Lead team of 5-7 associates responsible for handling inbound calls and online requests
* Create and maintain a work-environment that promotes accountability and personal growth
* Manage and respond to customer service issues via phone and email in a timely manner
* Accurately capture and record details of customer service requests in customer relationship management (CRM) system while speaking with callers
* Coordinate directly with field warranty employees to develop a strategy for handling long-term customer service issues
* Keep current with knowledge of NVR products and warranty procedures
**Qualifications**
* 3 - 6 years of professional experience in customer service
* Proven experience as a motivator as well as a team player
* Demonstrated ability to interact with customers, build rapport, and manage relationships over the phone
* Highly-driven proactive problem solver
* Strong organizational skills with the ability to prioritize and multi-task
* Excellent oral and written communication skills
* Proficient typing skills with ability to document call notes during customer interactions
* One year of lead or supervisory experiences in Customer Service is preferred
* Familiarity with the Homebuilding industry or NVRs products is a plus
* Applicants must be legally entitled to work in the United States, as NVR does not provide visa sponsorships
**Life at NVR**
At NVR, your desire to excel is matched by our commitment to your success and well give you the tools and industry knowledge you need. Our management team is tenured and talented, nearly 80% of them promoted from within, so youll find mentors who can share their knowledge, provide career guidance and encourage your success.
NVR also offers benefits among the best in the industry that reflect the strong commitment we have to all of our employees.
* Competitive Compensation
* Home Purchase Discount
* Mortgage and Settlement Services Discounts
* Comprehensive Health, Life and Disability Insurance
* 401(k) (Full-time employees are eligible to contribute immediately)
* Employee Stock Ownership Program
* Vacation and Holidays
In addition to the traditional benefits, we offer all our employees stock ownership through a profit sharing trust as part of our retirement savings package. NVR has had the highest Earnings Per Share growth rate in the homebuilding industry for the past 10 years, so as we grow financially, so do you.
We are an Equal Opportunity Employer.
Drug Testing and Credit Check are required.
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