Customer Care Manager
About The Position
A home is more than four walls and a roof. It is where memories are made, milestones are celebrated, and lives unfold. As our Customer Care Manager, you will play a critical role in protecting that experience long after the keys are handed over. We are seeking a customer-focused leader who is passionate about delivering a world-class homeowner experience while driving quality, accountability, and operational excellence. In this role, you will serve as the bridge between homeowners, construction teams, and trade partners, ensuring warranty concerns are resolved efficiently and professionally. If you thrive in a fast-paced environment, enjoy solving complex challenges, and take pride in creating lifelong customer advocates, we want to hear from you.
Requirements
- 5+ years of experience in customer care, warranty, construction, homebuilding, or related field.
- Strong understanding of residential construction methods, building systems, and quality standards.
- Ability to read and interpret floor plans, specifications, and construction documents.
- Proven experience managing multiple priorities and deadlines.
- Excellent communication, negotiation, and conflict-resolution skills.
Responsibilities
- Serve as the primary escalation point for homeowner concerns and warranty issues.
- Build trust and strong relationships with homeowners through responsive communication and proactive problem solving.
- Ensure every customer interaction reflects the highest standards of professionalism and service.
- Manage homeowner expectations while providing timely and effective resolutions.
- Oversee all post-closing customer care and warranty activities.
- Coordinate service requests, inspections, and repair work with homeowners and trade partners.
- Prioritize and manage multiple projects while meeting service level expectations.
- Track service performance metrics and drive continuous improvement initiatives.
- Collaborate with Construction, Purchasing, Design, and Operations teams to identify and resolve recurring quality issues.
- Review construction defects and determine appropriate corrective action plans.
- Hold trade partners accountable for workmanship, responsiveness, and quality standards.
- Ensure repairs are completed safely, efficiently, and to company standards.
Benefits
- Competitive compensation package and comprehensive benefits.
- Opportunities for career growth and leadership development.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
