Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category Customer Success & Support

About this role

Manage customer care activities by conducting homeowner assessments, determining corrective actions, and coordinating service work through vendors and trades. Ensure build quality confirmation and drive customer satisfaction metrics through ongoing communication, feedback handling, and survey response improvement.

Key Responsibilities

Conduct in-person homeowner assessments and determine corrective work order needs
Lead root-cause analysis and schedule/execute service work through vendors with the Customer Care Coordinator
Manage trades to completion of service requests to customers' satisfaction
Perform minor adjustments and repairs as requested
Manage customer satisfaction metrics, feedback, and survey responses to drive loyalty and referrals

Technical Overview

This is a customer-facing operational role focused on service workflow execution: root-cause analysis, corrective work order decisions, trade and vendor coordination, minor repair execution, build quality confirmation, and administrative accountability using back charges and field purchase orders (FPOs).

Ideal Candidate

The ideal candidate is a mid-level Customer Care professional who can perform in-person homeowner assessments, lead root-cause analysis, and coordinate service work through vendors and trades to completion. They have experience confirming build quality, managing back charges and field purchase orders (FPOs), and driving customer satisfaction through feedback and survey response improvements.

Must-Have Skills

Conduct in-person homeowner assessments on an as-needed basisLead root-cause analysisScheduleorganizeand execute service work through vendors collaboratively with the Customer Care CoordinatorManage trades to completion of service requests to customers' satisfactionPerform minor service-related tasks (e.g.adjustmentsrepairs)as requested

Tools & Platforms

corrective work ordersfield purchase orders (FPOs)

Required Skills

in-person homeowner assessmentscorrective work ordersroot-cause analysisservice work schedulingvendor managementtrade completion managementminor repairsadjustmentscustomer relationshipsbuild quality confirmationback chargesfield purchase orders (FPOs)payment authorizationlegal protocolcustomer satisfaction metricscustomer loyaltyfeedback managementsurvey responses

Hard Skills

in-person homeowner assessmentscorrective work order determinationroot-cause analysisservice work schedulingservice work execution through vendorsvendor managementmanaging trades to completion of service requestsminor repairsadjustmentshome build quality confirmationtrade accountability for back charges and field purchase orders (FPOs)payment authorization up to approval limitslegal protocol and process followingcustomer satisfaction metrics managementcustomer loyalty improvementfeedback managementsurvey responses managementcustomer communications

Soft Skills

customer relationship managementcommunicationleadershipcollaborationproblem-solvingnegotiationtime managementaccountabilityattention to detail

Industry & Role

Industry Construction / Real Estate Development

Job Function Coordinate end-to-end customer service and repair workflow for homeowners, ensuring timely resolutions, quality confirmation, and improved satisfaction metrics.

Role Subtype Customer Care Management

Keywords for Your Resume

Customer Care Manager IIcustomer carein-person homeowner assessmentscorrective work orderroot-cause analysisservice work schedulingvendorstrade managementservice requestsminor service-related tasksadjustmentsrepairscustomer relationshipsbuild quality confirmationback chargesfield purchase orders (FPOs)payment authorizationcustomer satisfaction metricscustomer loyaltyfeedbacksurvey responseslegal protocolCustomer Care Coordinatorhomeowner assessments

Deal Breakers

Must be able to conduct in-person homeowner assessments, Must be able to lead root-cause analysis and manage service work through vendors and trades to completion

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