Job Description

Title : Customer Care Manager

Location : Bluffton, SC

Type : 6-month contract (Potential to convert permanent)

Model : Onsite- Work in office and at home sites

Pay : $25/hr-$30/hr

Day to Day

Insight Global is actively working with one of the nation's top residential builders to identify a Customer Care Manager for the Bluffton, SC market.

Responsibilities:

• Manage escalated and large warranty issues for closed homes, including insurance/litigation
• Conduct in-person homeowner assessments on an as needed basis.
• Determine if corrective work order is needed.
• Lead root-cause analysis.
• 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.
• 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.
• Partner with other Customer Care Managers to address escalated homeowner concerns.
• Manage, contain, and continuously improve warranty spend.
• Participate in Lean initiatives to improve overall efficiencies of the Division.
• Communicate and facilitate training to FMs on product or process issues to eliminate long-term risk.

Must Haves

• 2+ years of customer service experience (ideally some kind of construction or warranty environment in the past – can be construction, car dealerships, property mgmt., community mgmt., etc)
• Experience working with subcontractors, vendors, or trade partners
• Ability to manage warranty/customer service processes in a high volume, fast paced environment

Compensation:

$25/hr to $30/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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