Customer Care Manager II

Job Summary

The Customer Care Manager II is responsible for managing homeowner service requests in the field, triaging warranty concerns, and managing the repair to completion for all requests in his/her assigned area. The role requires onsite attendance 5 days per week in the Westborough, Massachusetts area.

• Conduct in-person homeowner assessments as needed to determine if a corrective work order is required.
• 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 managing customer feedback and survey responses.
• Other duties as assigned.

None.

The position may involve sitting, standing, driving, moving, and climbing ladders or scaffolding; it may require exerting up to 50–80 pounds and working in various weather conditions.

• Minimum high school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 1–2 years of customer service or warranty experience, or equivalent.

• Valid driver’s license (driving is essential).

• Exceptional customer service orientation and ability to interact effectively with various personality types.
• Commitment to delivering high‑quality service and diligent follow‑up.
• Basic construction skills and knowledge.
• Excellent communication and listening skills.
• Analytical ability for 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. Division-specific dress code applies.

Hourly wage: $37.00–$44.00, with eligibility for overtime and a bonus of approximately $5,990–$10,700 annually (paid quarterly).

• Paid company holidays: up to 9 per year.
• Paid sick leave: 6 days per year.
• Paid time off: up to 17 PTO days per year (up to 22 PTO days after 10 years of service).
• 401(k) plan participation.
• Medical, dental, and vision insurance coverage.
• Company‑paid disability, basic life insurance, and parental leave.
• Voluntary insurance coverage options (critical illness, accident, hospital indemnity).
• Employee Assistance Program and tuition reimbursement (as applicable).
• State‑required benefits such as paid family and medical leave insurance and/or paid sick time.

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.