Job Description
Insight Global is actively working with one of the nation's top residential builders to identify a Customer Care Manager for the Bluffton/Hilton Head, SC market. This person would serve as the main point of contact between the construction team and new homeowners, ensuring customer satisfaction.
Responsibilities for this role include:
- 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.
- 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.
- 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.
- 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 FMs on product or process issues to eliminate long-term risk.
Required Skills & Experience
- 2+ years of customer service experience (ideally some kind of construction or warranty environment in the past – can be construction, car dealerships, property mgmt., community mgmt., etc)
- Experience working with subcontractors, vendors, or trade partners
- Ability to manage warranty/customer service processes in a high volume, fast paced environment
Compensation:
$55,000 to $65,0000 per year annual salary.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law