Customer Care Manager II - Cumming, GA

Description

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

Requirements

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

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance