Customer Care Manager II
About The Position
The Customer Care Manager II is a "field" role responsible for managing service requests in the field according to standard processes, including meeting with customers, triaging warranty concerns, and managing the repair to completion for all requests in his/her assigned area. The primary responsibility of the Customer Care Manager II is to respond to service requests in the field and manage those requests according to standard processes. The Customer Care Manager II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion. The CCM II will assist with managing risk and litigation claims stemming from warranty issues, and support the division with CCM training and SR reporting to division leadership. This position requires onsite attendance 5 days per week at assigned communities in the Northern Virginia & Maryland surrounding areas.
Requirements
- Requires practical knowledge of area typically obtained through advanced education combined with experience.
- Typically requires a University degree or equivalent experience and minimum 2-4 years of prior relevant experience.
- Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types
- Committed to delivering high-quality service and diligent follow-up
- Basic construction skills and knowledge
- Excellent communication and listening skills
- Analytical ability necessary to perform root cause analysis
- Ability to manage warranty/customer service processes
- Basic computer literacy
- Skilled in conflict resolution to address customer concerns effectively
- Knowledge of cost management principles and practices
- Valid driver’s license as driving is an essential function of this position
- The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects.
- Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building.
- Ability to work in various weather conditions – heat, rain, cold, etc.
Responsibilities
- Conduct in-person homeowner assessments on an as-needed basis: Determine if a corrective work order is needed.
- Lead root-cause analysis.
- Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator.
- 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.
- Responsible for the build quality confirmation of the home before delivery to the customer.
- Determine trade accountability for back charges and field purchase orders (FPOs).
- Authorize payment for work performed up to approval limits.
- Follow applicable legal protocol and process necessary workflow.
- Address vendor performance issues.
- Responsible for customer satisfaction metrics related to customers serviced.
- This is a professional customer facing role. Team members will follow division specific dress code requirements.
- Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
- Perform other duties as assigned.
Benefits
- Employees are eligible to participate in the Company’s 401(k) Plan.
- Employees (and their families) are eligible for medical, dental, and vision insurance coverage.
- Employees are covered by company-paid disability and basic life insurance.
- Voluntary insurance coverage options, including critical illness and hospital indemnity, are also available.
- In addition, the Company offers an Employee Assistance Program and tuition reimbursement (as applicable).
- In addition to up to 9 paid company holidays per year, employees with less than 10 years of service are eligible for up to 23 paid days off and employees with 10 or more years of service are eligible for up to 28 paid days off.
- Comprehensive, Flexible and Affordable Healthcare Coverage Options
- Supplemental Healthcare Coverage Opportunities
- PTO and Work/Life Benefits
- Health Advocacy and Wellness
- Retirement Plan with Company Match
- Education and Employee Assistance Programs
- Paid Parental Leave and Adoption Benefits
- Mortgage Financing Discounts through Pulte Mortgage
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
