Customer Care Manager II

Description

• Responsible for customer satisfaction metrics related to customers serviced.
• Authorize payment for work performed up to approval limits.
• Perform minor service-related tasks (e.g., adjustments, repairs), as requested.
• Conduct in-person homeowner assessments on an as-needed basis:
• Determine if a corrective work order is needed
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Determine trade accountability for back charges and field purchase orders (FPOs).
• Follow applicable legal protocol and process necessary workflow.
• Lead root-cause analysis
• Manage trades to completion of service requests to customers’ satisfaction.
• Establish and maintain positive customer relationships.
• Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator.
• Responsible for the build quality confirmation of the home before delivery to the customer.

Requirements

• Knowledge of cost management principles and practices
• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types
• Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred
• Valid driver’s license as driving is an essential function of this position
• Skilled in conflict resolution to address customer concerns effectively
• Bachelor’s Degree preferred
• Basic construction skills and knowledge
• Ability to manage warranty/customer service processes
• Minimum High School Diploma or equivalent
• Excellent communication and listening skills
• Analytical ability necessary to perform root cause analysis
• Basic computer literacy
• Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions – heat, rain, cold, etc.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance