Virtual Customer Care Manager (in office position)
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:
Compensation: Solid base salary backed by a quarterly bonus, 23 days of PTO and auto allowance
Responsibilities:
- Primary responsibility for responding to service requests virtually, according to standard processes.
What you will do:
- Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365.
- Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps.
- Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection.
- Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365.
- Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication.
- Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution.
- Determine and document root cause of common service items, reporting on any opportunities for improvement.
- Perform related administrative duties, confirmations, and in-home inspections, as needed.
What you will need:
- Minimum High School Diploma or equivalent
- Associate degree preferred.
- Construction industry experience preferred to appropriately triage home warranty concerns appropriately.
- Proven customer care experience with a strong emphasis on quality of service, and follow-up.
- Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types.
- Excellent communication and listening skills, with analytical ability to perform root cause analysis.
- Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively.
- Technology savvy, with strong computer skills, and an overall understanding of basic Microsoft Office Suite programs.
- Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee.