Experienced Virtual Customer Care Manager II – Home Warranty Resolution & Customer Service

Are you a customer-centric professional with a passion for delivering exceptional service and resolving complex issues? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join careerzynith, a leading provider of innovative home warranty solutions, as our Virtual Customer Care Manager II.

At careerzynith, we're committed to building strong relationships with our customers and delivering unparalleled service experiences. As a Virtual Customer Care Manager II, you'll play a critical role in ensuring that our customers receive prompt, professional, and personalized support for their home warranty concerns. With a focus on quality, efficiency, and customer satisfaction, you'll work closely with our team to resolve issues, identify opportunities for improvement, and drive business growth.

• *About careerzynith**

careerzynith is a forward-thinking organization that's dedicated to providing innovative solutions for the home warranty industry. With a rich history of delivering exceptional service and quality products, we're proud to be a trusted partner for homeowners and builders alike. Our commitment to diversity, inclusion, and customer-centricity sets us apart, and we're seeking talented professionals like you to join our team.

• *Job Summary**

As a Virtual Customer Care Manager II, you'll be responsible for triaging warranty service requests virtually with homeowners and managing the resolution of their concerns until completion. Using our cutting-edge TechSee platform and MS Dynamics 365, you'll conduct initial analyses of customer claims, determine warranty coverage, and develop effective solutions to address their needs. This is a unique opportunity to leverage your customer service expertise, analytical skills, and technical knowledge to drive business results and exceed customer expectations.

• *Key Responsibilities**

• Coordinate virtual responses to customer warranty calls through TechSee platform and MS Dynamics 365
• Conduct analyses of issues via virtual appointments 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 service requests to resolution, confirming that 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

• *Scope**

• Decision Impact: Division
• Department Responsibility: Single
• Budgetary Responsibility: No
• Direct Reports: No
• Indirect Reports: No
• Physical Requirements: Position involves sitting, standing, and/or movement, the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of building.
• Ability to work in various weather conditions – heat, rain, cold, etc.

• *Required Education**

• Minimum High School Diploma or equivalent
• Associate degree preferred
• Valid Driver's License because driving is a potential function of this position

• *Required Experience**

• Construction industry experience preferred to appropriately triage home warranty concerns
• 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

• *Work Environment & Culture**

As a Virtual Customer Care Manager II at careerzynith, you'll enjoy a dynamic and supportive work environment that fosters collaboration, innovation, and growth. Our team is passionate about delivering exceptional service and quality products, and we're committed to creating a workplace that's inclusive, diverse, and respectful. With a focus on work-life balance, we offer flexible scheduling, professional development opportunities, and a comprehensive benefits package to support your overall well-being.

• *Compensation & Benefits**

careerzynith offers a competitive salary, comprehensive benefits package, and opportunities for career growth and professional development. As a Virtual Customer Care Manager II, you'll be eligible for:

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible scheduling and work-life balance
• Professional development opportunities and training
• Recognition and rewards for outstanding performance

• *How to Apply**

If you're a customer-centric professional with a passion for delivering exceptional service and resolving complex issues, we invite you to apply for the Virtual Customer Care Manager II position at careerzynith. Please submit your application today, and join our team of dedicated professionals who are committed to building strong relationships with our customers and delivering unparalleled service experiences.

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