Customer Care Manager

Minimum High School Diploma or equivalent
Bachelor’s Degree preferred
Minimum of 1-2 years of construction industry experience
Proven customer care experience with a strong emphasis on quality of service, and follow-up
Valid driver’s license as driving is an essential function of this position
Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types
Excellent communication and listening skills, with analytical ability to perform root cause analysis
Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively
Technology savvy, with excellent computer skills, and an overall understanding of basic Microsoft Office Suite programs

Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365.
Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps.
Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection.
Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365.
Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication.
Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution.
Determine and document root cause of common service items, reporting on any opportunities for improvement.
Perform related administrative duties, confirmations, and in-home inspections, as needed.
Other duties as assigned.