Customer Care Manager (Winter Haven Area)
Polk County Area- Winter Haven PRIMARY RESPONSIBILITIES
Conduct in-person 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.
Perform minor service-related tasks (e.g., adjustments, repairs), as requested.
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
MANAGEMENT RESPONSIBILITIESLEVEL: MENTOR / COACH / FEEDBACKSCOPE
Decision Impact: Division
Department Responsibility: Single
Budgetary Responsibility: No
Direct Reports: No
Indirect Reports: No
Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert 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 building
Ability to work in various weather conditions heat, rain, cold, etc.
REQUIRED EDUCATION: (degree, licenses, certifications, etc.) - Minimum High School Diploma or equivalent - Bachelor’s Degree Preferred - Valid Driver’s License because driving is an essential function of this position. REQUIRED EXPERIENCE: (work related, tools/equipment, software, etc.):
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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