Customer Care Manager

About the role

This position will be based out of the Dayton, OH area.

Responsibilities

• Connect with customers and resolve their challenges in a way that goes above and beyond their expectations.
• Communicate with customers to immediately troubleshoot their issues and resolve without a site visit if possible.
• Evaluate all customer complaints to quickly identify the necessary steps for resolution.
• Ensure vendors promptly schedule Customer Care appointments, confirm their ahead of time, and then show up within their 2 hour window to properly complete necessary work.
• Complete minor repairs when necessary and appropriate for customer convenience.
• Regularly communicate with and update customers to ensure they are heard and understand the plan to resolve their concern.
• Document customer concerns and resolutions to help proactively address potential issues.
• Conduct all customer meetings and communication with the respect, professionalism, and care for the customer.
• Recommend changes that will improve processes.
• Be the customer company spokesperson for quality customer experience after closing.

Requirements

• Ability to handle stressful customer situations including conflict resolution diplomatically and effectively.
• Two years residential construction experience.
• Experience in a residential construction customer service role preferred but not a must.
• Basic computer skills.
• Customer oriented, outgoing, dependable & ethical.
• Hands on repair skills and familiarity with residential construction practices.
• Some small hand tools are required, tool list will be provided.
• Problem solving abilities with excellent follow up skills.

Qualifications

• Acceptable driving record to meet company requirements.
• Mandatory schedule of 8AM to 5PM M-F.

Skills

• Excellent communication skills.
• Conflict resolution skills.
• Customer service skills.
• Problem-solving skills.

Benefits

• Base salary + bonus opportunities.
• Exposure to executive leadership.
• Opportunity to work with the largest new home builders in Indianapolis.
• Team outings and company-sponsored volunteer events.
• Four weeks of Paid Time Off!
• Access to health and life insurance, 401(k), paid parental leave, company discounts, etc.

Pay

Base salary + bonus opportunities.

Schedule

Mandatory schedule of 8AM to 5PM M-F.