Senior Customer Care Manager - Myrtle Beach, SC

Primary Job Responsibilities

• Manage escalated and large warranty issues for closed homes, including insurance/litigation
• Conduct in-person homeowner assessments on an as needed basis. Determine if corrective work order is needed.
• Lead root-cause analysis.
• Schedule, organize and execute service work through vendors collaboratively with 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.
• Operate as a customer advocate for the communities managed, ensuring all departments maintain positive customer relationships.
• Determine trade accountability for back charges and P.O.’s.
• Authorize payment for work performed up to approval limits.
• Partner with other Customer Care Managers to address escalated homeowner concerns.
• Manage, contain, and continuously improve warranty spend.
• Participate in Lean initiatives to improve overall efficiencies of the Division.
• Communicate and facilitate training to Construction Managers on product or process issues to eliminate long-term risk.
• Absorb and coach team members to higher performance.

Career Level (M3)

• Organizational Impact: Manages a team with focus on policy and strategy implementation. Establishes operational plans with measurable contribution towards the achievement of results of the area. Focus is on short-term operational plans (e.g., 1 year or less). Provides measurable input to new products, processes or standards in operational plans in order to implement organizational strategies. Typically does not have budget accountability, but may manage certain processes or projects within a defined budget set by management.
• Leadership & Talent Management: Typically responsible for providing guidance, coaching and training to other employees within job area. Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.

Required Skills/Knowledge:

• Minimum of 2 years at Customer Care Manager II or equivalent
• 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
• Excellent communication and listening skills
• Analytical ability necessary to perform root cause analysis
• Ability to manage warranty/customer service processes
• Basic computer skills
• 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.