Customer Care Manager II

PRIMARY RESPONSIBILITIES

• Conduct in-person homeowner assessments on an as needed basis.

  • Determine if corrective work order is needed.
  • Lead root-cause analysis.
  • Schedule, organize, and execute service work through vendors collaboratively with 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 quality inspections of the home prior to delivery to the customer.

• 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.

• Responsible for customer satisfaction metrics related to customers serviced

MANAGEMENT RESPONSIBILITIES
LEVEL: MENTOR / COACH / FEEDBACK

SCOPE

• Decision Impact: Division
• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: Position involves sitting, standing and/or movement, the ability to ...