Customer Care Manager II

Description

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

Requirements

• Skilled in conflict resolution to address customer concerns effectively
• Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred
• Excellent communication and listening skills
• Bachelor’s Degree preferred
• Basic computer literacy
• Analytical ability necessary to perform root cause analysis
• 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.
• Minimum High School Diploma or equivalent
• Knowledge of cost management principles and practices
• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types
• Ability to manage warranty/customer service processes
• Valid driver’s license as driving is an essential function of this position
• Basic construction skills and knowledge

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance