As aCustomer CareTeamLead, you willleadateamof associates providing exceptional customer care to NVR homeowners. You will help troubleshoot any difficult situations that arise and proactively problem solve customer concerns. Theteamis committed to high standards and is looking for a motivated individual who can acclimate quickly and be ateamplayer.This role will beonsite 5 days/weekin our Reston, VA office.
Primary Responsibilities
Lead ateamof 5-7 associates responsible for handling inbound calls and online requests
Create and maintain a work-environment that promotes accountability and personal growth
Manageand respondto customer service issues via phone and email in a timely manner
Accurately capture and record details of customer service requests in our customer relationship management (CRM)system while speaking with callers
Coordinatedirectly 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
Interact with customers, build rapport, and manage relationships over the phone
Qualifications
3 - 6 years of professional experience in customer service
1 - 2 years ofleador supervisory experience, preferably within customer service
Strong organizational skills with the ability to prioritize and multi-task
Excellent typing skills, and spoken and written communication skills
Familiarity with the Homebuilding industry or NVR's products is a plus
About Us & Life at NVR
NVR has been helping families build their happily ever after since 1948. As a Top 5 US homebuilder, we're committed to quality and to our customers and