Assistant Customer Care Manager

Assistant Customer Care Manager

Requirements

• Minimum High School Diploma or equivalent
• Bachelor’s Degree preferred
• 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
• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types
• Committed to delivering high-quality service and diligent follow-up
• Basic construction skills and knowledge
• Excellent communication and listening skills
• Analytical ability necessary to perform root cause analysis
• Ability to manage warranty/customer service processes
• Basic computer literacy
• Skilled in conflict resolution to address customer concerns effectively
• Knowledge of cost management principles and practices

Responsibilities

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

Preferred Qualifications

No preferred qualifications provided.