Customer Care Manager

Insight Global is actively working with one of the nation's top residential builders to identify a Customer Care Manager for the Bluffton, SC market.
Responsibilities:
- Manage escalated and large warranty issues for closed homes, including insurance/litigation
- Conduct in-person homeowner assessments on an as needed basis.
- Determine if corrective work order is needed.
- Lead root-cause analysis.
- 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.
- 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.
- Partner with other Customer Care Managers to address escalated homeowner concerns.
- Manage, contain, and continuously improve warranty spend.
- Participate in Lean initiatives to improve overall efficiencies of the Division.
- Communicate and facilitate training to FMs on product or process issues to eliminate long-term risk.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .
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Required Skills & Experience
- 2+ years of customer service experience (ideally some kind of construction or warranty environment in the pastcan be construction, car dealerships, property mgmt., community mgmt., etc)
- Experience working with subcontractors, vendors, or trade partners
- Ability to manage warranty/customer service processes in a high volume, fast paced environment
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.