Customer Care Manager

Job Description

Job Description

M / I Homes has been building new homes of outstanding quality and superior design for more than 40 years. Founded in 1976 by Irving and Melvin Schottenstein and guided by Irving’s drive to always “treat the customer right,” we have fulfilled the dreams of over 140,000 homeowners and grown to become one of the nation’s leading homebuilders. M / I Homes started as a family business and grew into a national leader in a single generation with divisions in 17 markets, including Austin, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Detroit, Houston, Indianapolis, Minneapolis, Nashville, Orlando, Raleigh, San Antonio, Sarasota, Tampa and Fort Myers / Naples.

J ob Summary : Performs inspections and repairs for completed homes in accordance with product and Company warranties and policies to ensure customer satisfaction.

Duties and Responsibilities

• Performs Post Closing Customer Visits (PCCV) and any other inspections as per departmental and Company standards.
• May complete work orders (MW Region : May complete work) required to meet customer needs; provides problem solving on-site.
• Contacts and schedules appropriate subcontractors to perform work as required.
• Initiates service work orders, sets appointments with subcontractors, monitors progress and quality of work, and keeps customers apprised of work order status. (MW Region : Scheduling and the distribution of work orders is completed by Customer Care Call Center.)
• Directs and supervises subcontractors to improve efficiency and workflow.
• Maintains service vehicle inventories including appropriate materials and equipment.
• Participates in departmental meetings to discuss service issues, work schedules, enhance job quality and performance, and increase workflow efficiency.
• Assist in special projects as requested and perform additional duties as required.

Requirements

Minimum Education / Experience :

High school graduate with basic academic and practical skills gained through school curriculum combined with one to five years of related work experience and / or training; related supervisory experience; good knowledge of home building industry preferred within scope of customer service requirements and construction processes.

Skills :

Computer

Written & Verbal

Customer Service

Competencies :

Customer Focus

Approachability

Listening

Time Management

Composure

Conflict Management

Perseverance

Problem Solving

Work Conditions :

Some exposure to undesirable environmental conditions with minimal health and safety risks. May at times require use of appropriate equipment and precautions.

Travel demands which require possession of a valid driver’s license and a good driving record to comply with Company-issued vehicle policies.

Benefits

M / I Homes offers a comprehensive benefits package, including medical, dental, vision, paid time off and paid holidays, paid parental leave, traditional and Roth 401(k) options, profit sharing plan, employee stock purchase plan, employee home purchase plan and more.

We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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