Customer Care Manager

4 days ago


Westborough, United States RogueSearch Full time

Customer Care Manager

Westborough, MA


A Fortune 500 company and one of America's top residential builders is looking for a customer care professional for their team. If you are a Customer Care Manager, Warranty Associate or Customer Service professional this may be a great next step for you


Highlights:

  • 2023 Fortune 100 Best Companies to Work For® by Great Place to Work® and Fortune, ranking 36
  • Best Workplaces in Construction™ (#2)
  • Compensation: Solid base salary backed by a quarterly bonus, 23 days of PTO and auto allowance


Responsibilities:

  • Primary responsibility for responding to service requests in the field and managing those requests according to standard processes.


What you will do:

  • Conduct 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.
  • 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.


What you will need:

  • Minimum High School Diploma or equivalent.
  • Valid Driver’s License because driving is an essential function of this position.
  • 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.
  • Cost management.



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