• Customer Care Manager

    Insight Global (Wilmington, NC)


    Job Description

    Insight Global is seeking a Customer Care Manager for the greater Wilmington area to support a large client of ours.

    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 [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • 2+ years of customer service experience

    • Experience working with subcontractors, vendors, or partners

    • Ability to manage warranty/customer service processes in a high volume, fast paced environment - Construction or warranty experience

     

    - Property Management, retail, rental car, or call center experience