Customer Care Manager II (Lawrenceville Area)

LAWRENCEVILLE AREAPRIMARY 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 RESPONSIBILITIESLEVEL: MENTOR / COACH / FEEDBACKSCOPE

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 exert 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 building

Ability to work in various weather conditions heat, rain, cold, etc.

REQUIRED EDUCATION: (degree, licenses, certifications, etc.) - Minimum High School Diploma or equivalent - Bachelor’s Degree Preferred - Valid Driver’s License because driving is an essential function of this position. REQUIRED EXPERIENCE: (work related, tools/equipment, software, etc.):

Minimum of 1-3 years customer service and warranty experience or equivalent

Strong customer orientation and ability to adapt/respond to different personality types

Strong emphasis on quality of service and 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 skills

Conflict resolution skills

Cost management

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