Position : Customer Care Manager
Location: Wilmington, NC
Length: Full time
Rate: $60,000-$65,000/yr
(Exact compensation may vary based on several factors, including skills, experience, and education)
JOB DESCRIPTION
Insight Global is seeking a Customer Care Manager for the greater Wilmington area to support a large residential client of ours.
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.
REQUIRED SKILLS AND EXPERIENCE:
• 2+ years of customer service experience
• Experience working with subcontractors, vendors, or partners
• Ability to manage warranty/customer service processes in a high volume, fast paced environment
NIOT REQUIRED BUT PREFERRED:
- Construction or warranty experience
- Property Management, retail, rental car, or call center experience
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