What are the responsibilities and job description for the Senior Manager Customer Care position at Insight Global?
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. This individual will be responsible for working with the homebuyer from initial purchase period through the lifespan of the warranty. They will work directly with the homeowner to ensure their overall satisfaction, while also de-escalating issues and resolving any urgent problems that come up. The role will be about 50% in the office, responding to issues via phone/email and the other 50% will be in the field to meet homeowners onsite and complete purchase follow-ups. Our client is looking for someone who wants longevity, along with a rich and rewarding career. There is extensive room for growth and career achievement, and they will support and train along the way.
- 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:
- 2-5 years of experience in a customer support role, ideally with an understanding of construction or property mgmt. Strong customer service skills with ability to adapt to and respond to different personality types
- Excellent written and verbal communication skills
- Professional demeanor with drive to grow in a career
Additional Information:
* Direct-hire opportunity
* Mileage reimbursement for home follow-ups
* Extensive room for growth to senior-level positions
* Full medical, dental, vision benefits; 401k; holiday pay; PTO/sick time offered
Pay: $50,000 - $62,500
Salary : $50,000 - $62,500
