Job Description

Field Customer Care Manager

Westborough, MA

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!
• ™ (#2)
• Compensation: Solid base salary backed by a quarterly bonus, 23 days of PTO and auto allowance

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 P.O.'s.
• 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.
• Excellent communication and listening skills.
• Analytical ability necessary to perform root cause analysis.
• Ability to manage warranty/customer service processes.
• Basic computer skills.
• Conflict resolution skills.
• Cost management.

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