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Customer Care Manager

4 months ago

McDonough, Georgia, United States Insight Global Full time
  • 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 quality inspections of the home prior to delivery to the customer.
  • Determine trade accountability for back charges and P.O.s.
  • 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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .

To learn more about how we collect, keep, and process your private information, please review Insight Globals Workforce Privacy Policy: .

Required Skills & Experience

  • Minimum of 1-3 years customer service and warranty experience or equivalent
  • Strong customer orientation and ability to adapt/respond to different personality types
  • Strong emphasis on quality of service and 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 skills
  • Conflict resolution skills
  • Minimum High School Diploma or equivalent
  • Bachelors Degree Preferred
  • Valid Drivers License because driving is an essential function of this position.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.