Customer Care Manager II - Ocala, FL

Primary Job Responsibilities

• Conduct in-person homeowner assessments as needed to determine if a corrective work order is required and 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.
• Confirm build quality 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.
• Track customer satisfaction metrics related to serviced customers.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Other duties as assigned.

• Not applicable.

• 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 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.

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

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

• 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.

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

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

This Organization Participates in e-Verify.