Job Description

Virtual/Online 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!
• ™ (#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.

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