Job Description

Job Title Service Manager

FLSA Status Exempt

Prepared By Corporate Human Resources

HJoin a Team That Builds It Right! H

Supervises and coordinates activities of Service Representatives engaged in handling service orders and telephone complaints of customers by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Monitors service calls to observe employee's demeanor, technical accuracy, and conformity to company policies.
• Recommends corrective services to adjust customer complaints.
• Answers questions about service.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Issues written and oral instructions for Service Department.
• Ensure vendor parts and retailer labor is recovered as stipulated in "Champion Supplier and Retailer Recovery".
• Review contractor bills and ensure the work is in accordance to the amount they are charging.

Supervisory Responsibilities

Directly supervises employees in the Service Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Exceptional customer service, relationship building, and interpersonal skills
• Excellent analytical, planning, and scheduling ability
• The ability to address customer and internal concerns efficiently.
• The ability to delegate responsibilities, objectively evaluate the performance of subordinates, and hold others accountable in a constructive manner
• Strong communication skills; both written and verbal
• Strong interpersonal skills with the ability to work effectively in a team environment while managing individual duties effectively
• Strong multitasking capabilities
• A commitment to integrity, ethical and economical practices, and Champion's Operating Principles

Education and/or Experience

Associate's degree (A. A.) or equivalent from two-year college or technical school and five to seven years related experience and/or training; or equivalent combination of education and experience.

Other Qualifications

Must be able to travel up to 25% of the time annually.

EEO Statement

Champion Home Builders is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other legally protected characteristics. Champion Home Builders participates in the E-Verify Program.