Customer Care Manager II

Primary Job Responsibilities

• 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.
• Confirm build quality 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.
• Address vendor performance issues.
• Responsible for customer satisfaction metrics related to customers serviced.

Organizational Impact

Works to achieve day-to-day objectives with moderate impact on the area. Works independently on larger, moderately complex projects/assignments. Sets objectives for own area to meet the objectives or goals of projects and assignments. May assist other professionals with tasks and assignments.

Leadership & Talent Management

May provide guidance and assistance to entry level professionals and/or support employees.

Required Skills/Knowledge

• 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.

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.