Director, Construction Defect Claims and Customer Service

POSITION DESCRIPTION:

Founded in January 1995, Professional Warranty Service Corporation (“PWSC” or the “Company”) is the leading provider of new home warranty products and administration services to home builders and homeowners across the United States. PWSC has a reputation for designing innovative products and excellent customer service to the new home warranty sector. Since inception, the Company has provided new home warranty products and services for over 2,200 home builders and nearly 1.5 million homebuyers and homeowners throughout the United States. PWSC is headquartered in Chantilly, Virginia.

The Director, Construction Defect Claims and Customer Service is responsible for the daily activities of the Warranty Service Support Representatives and Claim Warranty Service Representatives. This includes administration of incoming homeowner calls and written communication related the Home Builder’s Limited Warranty, the Builder’s Limited Warranty and other PWSC products and services. Builder participants in these programs may also call or write with specific questions about the warranty document(s), coverage, dispute settlement process or claim process.

RESPONSIBILITIES:

• Direct supervision of the claims and customer service department leaders

Customer Service team responsible for home owner and builder service support

Claims team responsible for complaint handling, mediation, arbitration and claims processing

• Liaison between builders, home owners and third party arbitration companies
• Directly involved with the top tier builders in the United States
• Involved in producing and analyzing Customer Service Reports
• Identify and implement best-in-class process improvements
• Reports to senior executive

DESCRIPTION OF DUTIES:

• Hire, train and supervise staff including Claims and Customer Service
• Oversee data entry into PWSC CRM system including directing systems changes to better capture and report on critical data
• Resolve Complex and High Exposure Claim Activities
• Prepare files for Legal Department Activities
• Provide department level reporting
• Identify coaching and workshop opportunities to assist staff development

KNOWLEDGE, SKILL AND ABILITIES REQUIRED:

• Strong understanding of new home construction and construction defects
• Bachelor’s Degree in construction sciences (strongly preferred)
• Excellent customer service and listening skills
• Strong communication skills (verbal and written)
• Player-Coach that works well within a team environment
• Self-motivated with a strong level of intellectual curiosity
• Detail oriented
• Systems and technology orientation. Experience and ability working in CRM or similar systems

• Strong leadership / Team Builder with multi-type staff
• Well-developed Management Style (Interpersonal Skills)
• Able to express high levels of Credibility with Clients & Associates

Salary range is $115,000+ – commensurate upon experience

Job Type: Full-time

Salary: $115,000.00 /year

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan