Customer Care Manager II
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About The Position
The position involves conducting in-person homeowner assessments as needed, determining if corrective work orders are necessary, and leading root-cause analysis. The role requires scheduling, organizing, and executing service work through vendors in collaboration with the Customer Care coordinator. The individual will manage trades to ensure the completion of service requests to customer satisfaction and perform minor service-related tasks such as adjustments and repairs as requested. Establishing and maintaining positive customer relationships is crucial, along with being responsible for quality inspections of homes prior to delivery to customers. The position also involves determining trade accountability for back charges and purchase orders, authorizing payment for work performed within approval limits, and following applicable legal protocols and processes necessary for workflow. Additionally, the individual will be responsible for customer satisfaction metrics related to serviced customers.
