“Passionate” is the word that best describes Pam Rudd, McCaffrey Homes’ Customer Service Manager. She’s eager to help homeowners with any questions about their new homes and get their warranty requests handled – all while making sure homeowners know they have a resource that can assist with their questions.
Read on to learn more about her dedication to McCaffrey homeowners, why she loves her job and how she’s continually improving the customer service experience!
What do you do for McCaffrey Homes?
I’m the Customer Service Manager, which means I work with our homeowners on their warranty requests. We are their one-stop resource. That can look like anything from the faucet isn't operating correctly or where to locate maintenance recommendations or anything else the homeowner is dealing with – small or big.
I’m also the liaison between homeowners and our subcontractors, navigating everything that is required to properly assist them.
How long have you worked for McCaffrey Homes?
I’ve worked here for five years.
What would you say is your biggest accomplishment as the Customer Service Manager?
I would say it has been to create a more personalized, relationship-driven customer experience. That includes talking to homeowners regularly, making in-person visits and really having a personal contact with our homeowners.
What does your day to day look like?
No two days look alike in the customer service department. First and foremost, I address any incoming homeowner requests and review the appointments and tasks for the day. Once the priorities are identified, I issue service orders, contact subcontractors, navigating the obstacles, scheduling, and being ready to pivot at any given moment. I also handle any questions homeowners in our established communities may have providing direction as needed.
Prioritization, problem solving, adaptability and aligning expectations are key. On any given day, we can respond to up to 100 emails from homeowners. And once all of our homeowners’ questions have been addressed, we’re working with our trade partners to schedule active service orders.
What goals do you have for your role?
We are always looking for new ways to improve our process and are close to rolling out a new method that will assist the homeowners with scheduling of their home warranty appointments. This is something homeowners have expressed. Making this happen has been our focus.
What do you love about your job?
I truly have a heart for serving others, and I love that I get to do that in my career as well. I’m incredibly passionate about working with people and doing everything I possibly can to resolve problems for them.
What do you do for fun outside of work?
I spend time with my grandbabies, I volunteer for a local nonprofit that supports women and children, and I spend a lot of time with my friends.
What's one fun fact about you?
I really wanted to be an Indy car driver! I wanted to race cars. I grew up riding quads, racing dune buggies, and fast boats!
