Customer Care Manager II
About The Position
The Customer Care Manager II is responsible for managing homeowner service requests in the field and managing those requests 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 in the East Brunswick, New Jersey & Marlboro, New Jersey areas.
Requirements
- Minimum High School Diploma or equivalent
- Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred
- Valid driver’s license as driving is an essential function of this position
- 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
Nice To Haves
- Bachelor’s Degree preferred
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.
- Responsible for customer satisfaction metrics related to customers serviced.
- Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
- Other duties as assigned.
Benefits
- 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 PTO days per year (and up to 28 PTO days per year upon 10 or more years of service).
- Employees are eligible to participate in the Company’s 401(k) Plan.
- Employees (and their eligible dependents) are eligible for medical, dental, and vision insurance coverage.
- Employees are covered by company-paid disability, basic life insurance and parental leave.
- Voluntary insurance coverage options, including critical illness, accident, and hospital indemnity, are also available.
- In addition, the Company offers an Employee Assistance Program and tuition reimbursement (as applicable).
- Employees may also be eligible for state required benefits such as paid family and medical leave insurance and/or paid sick time as applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
