Customer Care Manager II

Description

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

Requirements

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

Benefits

• Hired applicant will be eligible to receive a monthly bonus
• $32.36 - $40.43 per hour

Training + Development

Interview process

Visa Sponsorship

Security clearance