Customer Care Manager

Indianapolis, IN

A Fortune 500 company and one of America's top residential builders is looking for a customer care professional for their team. If you are a Customer Care Manager, Warranty Associate or Customer Service professional this may be a great next step for you!

Highlights:

2023 Fortune 100 Best Companies to Work For® by Great Place to Work® and Fortune, ranking 36!
Best Workplaces in Construction™ (#2)
Compensation: Solid base salary backed by a quarterly bonus

Responsibilities:

Primary responsibility for responding to service requests in the field and managing those requests according to standard processes.

What you will do:

Conduct 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.
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 POs.
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.

What you will need:

Minimum High School Diploma or equivalent.
Valid Driver’s License because driving is an essential function of this position.
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 preferred.
Excellent communication and listening skills.
Ability to manage warranty/customer service processes.
Basic computer skills.
Conflict resolution skills.
Cost management.

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Customer Care Professional