ApplyDescription
At Rhodes, our core purpose is to enhance the lives of our customers and team through building communities. We specialize in developing master-planned communities and construction of high-quality, energy-efficient homes across the Rio Grande Valley. Rhodes has been recognized among the fastest growing private companies in the US by Inc. 5000 and is on a mission to expand its footprint into more communities across South Texas. Since 2019, Esperanza Homes, a Rhodes Company, has ranked nationally on Builder Magazine’s Top 200 Builders List and is on an aggressive growth trajectory to make the Top 100 Builders list while serving more communities across South Texas. Rhodes was founded in the early 1990’s as a land acquisition and holding company.
In 2006, the company shifted gears and ventured into residential/commercial land development and home building with the formation of Esperanza Homes. Rhodes Enterprises has grown to one of the largest developers of residential, commercial, and master planned communities in the Rio Grande Valley. For more than a decade, we have grown to serve the communities of Mission, Donna, McAllen, Edinburg, San Juan, Weslaco, Harlingen, and Brownsville. We are passionate about our customers, building exceptional homes, our team, and the communities where we live, work and serve. Rhodes is a certified Great Place to Work, when you choose to work with us, you are part of a passionate and high performing Team! You will work alongside team members who set and reach ambitious goals every day and are excited to continue to grow and build communities.Benefits of being a part of our Team include:
- Competitive Compensation including Bonus & Profit Sharing Programs
- Health Care - Medical/Dental/Vision/Prescription Drug Coverage
- Employer Paid Health Reimbursement Account for Medically Enrolled Staff
- 401(k) with Company Matching Contributions
- Disability Programs
- Employee & Dependent Life Insurance
- Vacation & Company Holidays
- Employee Home Purchase Rebate Program
- Employee Assistance Program (EAP)
Role Mission:
As the Director Customer Care at Rhodes, you will lead a dedicated team of warranty technicians, dispatchers, and quality control inspectors, ensuring superior service and homeowner satisfaction. Your adept communication will bridge homeowners with vendors, upholding our commitment to service excellence. Reporting to the Director of Rhodes Home Service, you will mentor your team to address customer needs and service orders efficiently. As a member of the Property & Customer Care team you will play an instrumental role in supporting our organizational purpose to enhance the lives of our customers and team.
Measured Performance Goals:
- Average Days to close out a 30 day follow up visit
- % Customer Satisfaction
- # Open Service Order Ratio
- # Open Service Orders Aged 20 Days or Less
- Customer Care Budget
Accountabilities:
General
- Recruit, develop, train, and manage Customer Care team members.
- Assist the Director of Rhodes Home Service in developing and managing department processes and systems to ensure the achievement of goals.
Customer Care Management
- Manage warranty team members to respond to service orders timely with strong customer satisfaction scores.
- Improve the quality of our homes by working with our QC team to deliver defect-free homes to our customers.
- Manage and project warranty liability to ensure proper staffing to manage Service Orders within goals.
- Track Customer Care spending to budget on a weekly basis.
- Analyze repeating warranty items that cause higher spending or affect customer satisfaction and partner with the Operations team to implement improvement solutions.
- Manage external 10-year structural warranty provider.
Embodies Rhodes Core Values
- Act with Integrity, No Exceptions
- Honor our Team
- Never Be Satisfied – continuously looks for ways to improve every aspect of our business
- Best in Class Customer Experience -provide a best-in-class customer experience – every time, with every customer
- Community Leadership – actively engage in the communities we serve, to make them better for our future
Lives the Values of the Rhodes Team
- Believes and is committed to our mission to enhance the lives of our customers and our team through building communities
- Is driven by outcomes and results, and wants to be held accountable for them
- Has a propensity for action, willing to make mistakes by doing in order to learn and improve quickly
- Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change
- Seeks and responds well to feedback, which is shared often and freely across all levels of the organization
- Works through silos and forges strong cross-departmental relationships in order to achieve outcomes
Supervisory Responsibilities:
Manages Customer care team members. 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:
- Bachelor’s degree, preferred
- Minimum 5-7 years of construction experience, preferred
- Ability to anticipate possible obstacles and propose favorable solutions
- Strong work ethic and commitment to implementation and execution
- Concise writing and public speaking/presentation skills are desirable
- Strong computer skills
- Attention to detail
- Proven track record of leadership
Knowledge and Skills:
Successful applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.
- Report to Corporate Office daily and adhere to schedule
- Ability to access, input, and retrieve information from a computer and/or electronic device
- Ability to have face-to-face conversations with customers, co-workers, and manager
- Ability to sit or stand for long periods of time and move around work environment as needed
- Ability to operate a motor vehicle
- Comply with company policies and procedures
FLSA Status: Exempt
