Customer Care Area Manager
Core
Manage complex customer care claims regarding structural deficiencies in new homes, overseeing repairs from investigation to completion.
Role type
Senior IC project manager (construction claims)
Builds
Repair projects for homeowners with structural defects
Domain
Residential construction / Homebuilding
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Project management, customer service, blueprint reading, engineering report interpretation, carpentry knowledge, structural design knowledge, failure analysis, vendor negotiation, schedule control, cost management, on-site supervision
Preferred skills
Construction industry experience, homebuilder experience, PC skills (Microsoft Office/Excel), driver's license
Technologies
Microsoft Office, Excel
Responsibilities
Initiate contact with customers and set expectations for large-scale repairs; Serve as point of contact for customers throughout the repair project; Manage customer expectations and coordinate their departure and return to their home; Collaborate with company attorneys for releases and claim filings against responsible vendors; Solicit and review vendor bids for repairs and recommend vendors to Division leadership; Create and maintain a schedule and financial log for repair costs and customer expenses/per diem; Review and approve all costs associated with each repair project; Oversee vendors to ensure quality work is completed on time; Understand each trade partner's scope of work and ensure that completed work meets standards before approving payment; Occasionally auditing the tasks of a customer care representative during and/or after new home orientation; Occasionally overseeing a new home orientation while in progress to ensure performance standard of a customer care representative or quality assurance manager is being met; Ensure successful delivery of repairs within the agreed schedule and budget; Maintain positive relations with homeowners, providing timely and professional responses to inquiries and resolving issues through personal involvement, including on-site visits; Provide regular updates on project status to Division executive leaders.
Seniority
Senior, hands-on IC