Virtual Customer Care Manager (in office position)
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!
Best Workplaces in Construction™ (#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 virtually, according to standard processes.
What you will do:
Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365.
Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps.
Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection.
Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365.
Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication.
Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution.
Determine and document root cause of common service items, reporting on any opportunities for improvement.
Perform related administrative duties, confirmations, and in-home inspections, as needed.
What you will need:
Minimum High School Diploma or equivalent
Associate degree preferred.
Construction industry experience preferred to appropriately triage home warranty concerns appropriately.
Proven customer care experience with a strong emphasis on quality of service, and follow-up.
Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types.
Excellent communication and listening skills, with analytical ability to perform root cause analysis.
Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively.
Technology savvy, with strong computer skills, and an overall understanding of basic Microsoft Office Suite programs.
Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee.