As a Customer Care Manager (CCM) your role is to support the construction team and new homeowners through the final stage of welcoming them to their new home while providing high quality and cost-effective service.

Responsibilities:

• Serve as the primary interface and coordinate with homeowners and trade partners in support of customer contract requirements, notifying appropriate individuals on status changes, identifying impact and options available to limit negative financial impact.
• Evaluate resident repair issues to determine if they are warrantable items.
• Complete work orders generated from resident requests for service, as well as routine upkeep of the community by diagnosing the source or cause of a defect or problem, and making repairs in accordance with established policies, procedures, safety standards, and code requirements.
• Certify warranty work is completed within contractor obligations and contract.
• Follow up with homeowners to ensure concerns are addressed in a timely and professional manner and satisfaction of work is met.
• Complete the Quality Assurance (QA) Walk process to prepare vacant homes for new move-ins by completing the QA inspection, creating a “punch” list of maintenance work needed, partnering with construction manager to schedule vendors and contractors as needed.
• Conduct New Homeowner Orientation (NHO) process; including documenting condition of home and arranging for any work to be done as identified.
• Draw on (or develop) a high-level understanding and application of the homebuilding process to manage and evaluate claims.
• Join inspection partners to investigate concerns as they are presented.
• Report to the owners on status and progress of claims through homeowner portal.
• Collaborate with Construction and Purchasing on reoccurring issues, identify continuous improvement opportunities for warranty and related processes.
• Interface with construction managers, customer service departments of external partners, finance, and purchasing specialists on a daily basis as part of the claims settlement process.
• Answering phone calls and email from customers in a timely and professional manner
• Ensure all work completed meets or exceeds company standards.

What You Need To Succeed:

• Strong interpersonal skills with the ability to interact and relate effectively, productively, and positively with internal and external partners.
• Ability to maintain schedules with diligent project and time management.
• Ability to say, “No” and navigate sensitive situations regarding the warrantability of items.
• Neat, professional appearance and welcoming demeanor.
• Able (or learn) to read and comprehend construction blueprints, specifications, and detailed development drawings.
• Basic technology skills, including Microsoft Windows, Outlook, and residential production scheduling system.
• BuildPro, Punchlist and Hyphen Solutions Inspection Module experience preferred.
• Ability to learn local, state and federal building and construction codes; OSHA and EPA guidelines.
• High degree of trustworthiness and the ability to maintain confidentiality of sensitive information.
• Consistent and reliable in-person attendance during regular working hours at the workplace is required, ensuring all appointments are scheduled and confirmed appropriately.

What RockWell Offers:

• Competitive compensation and industry leading benefits.
• Paid time off includes vacation, sick, and holiday time.
• Low Premiums for Medical, dental and vision.

Career Advancement:

Good work and passion for what you do can lead to limitless opportunities. We are a young company with tangible growth and big plans for the future.

To Apply: 

Email Resume to [email protected]