Customer Care Manager II

Job Summary

The Customer Care Manager II is a "field" role responsible for managing service requests in the field 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 is to respond to service requests in the field and manage those requests according to standard processes.

The CCM 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 CCM training and SR reporting to division leadership. This position requires onsite attendance 5 days per week at assigned communities in the Northern Virginia & Maryland surrounding areas.

• 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.
• Address vendor performance issues.
• Responsible for customer satisfaction metrics related to customers serviced.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Perform other duties as assigned.

Works to achieve day-to-day objectives with moderate impact on the area. Works independently on larger, moderately complex projects/assignments. Sets objectives for own area to meet the objectives or goals of projects and assignments. May assist other professionals with tasks and assignments.

May provide guidance and assistance to entry level professionals and/or support employees.

Requires practical knowledge of area typically obtained through advanced education combined with experience. Typically requires a University degree or equivalent experience and minimum 2-4 years of prior relevant experience.

• 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.

Valid driver’s license as driving is an essential function of this position.

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.

$37.00 - $44.00 hourly. Hired applicant will be eligible to receive quarterly bonuses based on successful completion of defined performance objectives.

Employees are eligible to participate in the Company’s 401(k) Plan. Employees (and their families) are eligible for medical, dental, and vision insurance coverage. Employees are covered by company-paid disability and basic life insurance. Voluntary insurance coverage…