Job Summary
The Customer Care Manager II is responsible for managing homeowner service requests in the field and managing those requests according to standard processes, including meeting with customers, triaging warranty concerns, and managing the repair to completion for all requests in his/her assigned area. The primary responsibility of the Customer Care Manager II is to respond to service requests in the field and manage those requests according to standard processes. The Customer Care Manager II will triage warranty
service requests with homeowners and manage the resolution of their concerns until completion. The CCM II will assist with managing risk and litigation claims stemming from warranty issues and support the division with SR reporting to division leadership.

This position requires onsite attendance 5 days per week in the Westborough, Massachusetts area.

Primary Job Responsibilities

• Conduct in-person homeowner assessments on an as-needed basis:
• Determine if a corrective work order is needed
• Lead root-cause analysis
• Schedule, organize, and execute service work through vendors collaboratively with the 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 the build quality confirmation of the home before delivery to the customer.
• Determine trade accountability for back charges and field purchase orders (FPOs).
• 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.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Other duties as assigned.

Management Responsibilities - None

Scope

• Decision Impact: Division
• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a 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 the building. Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education/Experience

• Minimum High School Diploma or equivalent
• Bachelor's Degree preferred
• Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred

Required Licensing, Registration and/or Certifications

• Valid driver's license as driving is an essential function of this position

Required Skills/Knowledge

• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types
• Committed to delivering high-quality service and diligent 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 literacy
• Skilled in conflict resolution to address customer concerns effectively
• Knowledge of cost management principles and practices

Additional Information

• This is a professional customer facing role. Team members will follow division specific dress code requirement.

Pay Information

$37.00 - $44.00 hourly

Hired applicant will be eligible to earn overtime.

Hired applicant will be eligible to receive a bonus in the amount of approximately $5,990 - $10,700 annually (paid quarterly).

In addition to up to 9 paid company holidays per year, employees are eligible for up to 6 days of sick pay. Moreover, eligible employees with less than 10 years of service can accrue up to 17 PTO days per year (and up to 22 PTO days per year upon 10 or more years of service).

Employees are eligible to participate in the Company's 401(k) Plan. Employees (and their eligible dependents) are eligible for medical, dental, and vision insurance coverage. Employees are covered by company-paid disability, basic life insurance and parental leave. Voluntary insurance coverage options, including critical illness, accident, and hospital indemnity, are also available. In addition, the Company offers an Employee Assistance Program and tuition reimbursement (as applicable). Employees may also be eligible for state required benefits such as paid family and medical leave insurance and/or paid sick time as applicable.