Title : Customer Care Manager
Location : Bluffton, SC
Type : Permanent
Model : Onsite/Hybrid - 50/50 office work/in the field on-site
Pay : $55,000 - $65,000
Day to Day
Insight Global is actively working with one of the nation's top residential builders to identify a Customer Care Manager for the Columbia, SC market.
Responsibilities:
- 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.
Must Haves
- 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
Additional Information:
- Direct-hire opportunity
- Mileage reimbursement for home follow-ups
- Extensive room for growth to senior-level positions
- Full medical, dental, vision benefits; 401k; holiday pay; PTO/sick time offered