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Customer Care Operations Manager

2 months ago

Greenville, South Carolina, United States Insight Global Full time

Essential Qualifications & Experience

EDUCATIONAL REQUIREMENTS:


• At least a High School Diploma or equivalent is mandatory.


• A Bachelor's Degree is highly preferred.


• A valid Driver's License is required as driving is a key responsibility of this role.

EXPERIENCE REQUIRED:


• A minimum of 1-3 years in customer service and warranty management or a related field.


• Strong customer focus with the ability to adjust and respond to various personality types.


• A solid commitment to service quality and effective follow-up.


• Basic knowledge of construction practices and skills.


• Exceptional communication and listening abilities.


• Analytical skills necessary for conducting root cause evaluations.


• Proficient in managing warranty and customer service workflows.


• Basic computer proficiency is required.


• Skills in conflict resolution are essential.

Position Overview


• Conduct on-site evaluations for homeowners as required.


• Assess the need for corrective action orders.


• Lead investigations to identify root causes of issues.


• Coordinate, plan, and implement service tasks through collaboration with the Customer Care coordinator and vendors.


• Oversee trades to ensure the completion of service requests to the satisfaction of customers.


• Execute minor service-related duties (e.g., adjustments, repairs) as needed.


• Build and maintain positive relationships with customers.


• Responsible for conducting quality inspections of homes before they are handed over to customers.


• Determine accountability for trades regarding back charges and purchase orders.


• Authorize payments for completed work within established approval limits.


• Adhere to relevant legal protocols and manage necessary workflows.


• Accountable for customer satisfaction metrics related to serviced clients.

Note: This role is expected to evolve into a managerial position overseeing personnel within the first year, accompanied by a salary increase. Compensation Range: $60,000 - $70,000.