Customer Care Manager / Field Manager

Job Description

Job Description

Position Summary :

This position oversees warranty service and field operations to ensure exceptional homeowner satisfaction. This role manages repairs, budgets, and team performance while leading staff, maintaining quality standards, and resolving concerns with professionalism. Through feedback analysis, process improvements, and strong partnerships with homeowners, vendors, and trade partners, the Manager drives operational excellence and superior homeowner experience.

Responsibilities :

• Support customer care and construction teams with performing quality control inspections in accordance with Company policies and guidelines.
• Guide Customer Care Representatives on post-close procedures, closing affidavits, pre-drop surveys, and annual inspections, ensuring department-wide consistency.
• Address homeowner concerns in a prompt and courteous manner and escalate complex claims to the Director of Customer Care for immediate attention and resolution.
• Collaborate with the Director of Customer Care to analyze customer feedback, warranty trends, and departmental performance metrics, and provide suggestions for improvement.
• Establish and manage on-site customer care office procedures, ensuring accurate documentation of required forms and reports.
• Foster communication and maintain professional relationships with homeowners, vendors, and subcontractors.
• Ensure trades and subcontractors meet contractual commitments, review and approve invoices accordingly
• Manage, maintain, and make updates to the Newstar system.
• Assist in continual process of updating Homeowner and Customer Service Manuals.

Key Qualifications :

Base Salary :

The expected base salary for this position is between $93,000 to $103,000 per year, depending on experience and skillset. Base salary is paid bi-weekly.

Benefits :

In addition to competitive health insurance coverage for team members and their dependents, Risewell Homes also provides comprehensive benefits such as generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with employer matching; and a wellness incentive program to help team members thrive both personally and professionally.

Physical Requirements :

This position requires both office and field work. Employees must be able to bend, stoop, climb stairs and ladders, reach, and walk on uneven or active construction terrain. The role involves lifting and carrying up to 50 pounds and safely operating a motor vehicle. Clear vision, hearing, and speech are essential to perform job functions effectively.

Work may take place in varying conditions, including heat, cold, inclement weather, and potential exposure to hazardous materials. Required PPE may include hard hats, steel-toe boots, eye, hearing, and respiratory protection. Computer proficiency is also necessary. Public contact is required; therefore, professional appearance and appropriate business attire are expected.

The physical and environmental demands described are representative of those required to perform the essential job functions. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these functions.

Supervisory Responsibilities :

This position supervises other employees, in addition to supervising the work of onsite subcontractors and vendors, providing direction and oversight in accordance with company policies and safety requirements.

Travel Requirements :

A valid driver’s license and active vehicle insurance is required at all times.

Safety Requirements :

This position is a safety sensitive position and includes tasks or duties that could affect the safety and health of the employee performing the task and others. This position requires safety training provided by the company.

FLSA Classification : Exempt

Disclaimer : Risewell Homes is an equal opportunity employer. Candidates must be authorized to work in the United States. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this role. Management retains the discretion to add, modify, or remove job duties at any time.