Customer Care Manager

M/I Homes Inc.; Arlington Heights (IL); On-site; USD 32,855 - 65,091; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off and holidays

401(k) options

Employee stock purchase plan

Employee home purchase plan

Job summary

A leading homebuilder is seeking a dedicated individual to perform inspections and repairs on completed homes according to company policies. This role includes conducting customer visits, coordinating subcontractor work, and ensuring customer satisfaction. Candidates should possess a high school diploma along with relevant experience in customer service and home building. The position offers competitive pay ranging from $23.85 to $47.25 per hour and is eligible for bonuses based on performance.

Qualifications

• 1 to 5 years of related work experience and/or training preferred.
• Good knowledge of home building industry and customer service requirements.
• Related supervisory experience is an advantage.

Responsibilities

• Perform Post Closing Customer Visits and inspections as per standards.
• Complete work orders to meet customer needs and problem solve on-site.
• Contact and schedule subcontractors for required work.
• Monitor progress and quality of work, keeping customers updated.
• Direct and supervise subcontractors to improve efficiency.
• Maintain service vehicle inventories.
• Participate in departmental meetings to enhance job quality.
• Assist in special projects and perform additional duties as required.

Skills

Proficient in using computers and various software applications

Written & verbal communication

Customer Service

Education

High school graduate

Job description

M/I Homes has been building new homes of outstanding quality and superior design for 50 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 170,000 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, Ft. Myers/Naples, Houston, Indianapolis, Minneapolis, Nashville, Orlando, Raleigh, San Antonio, Sarasota, and Tampa.

Job Summary

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

Hourly Rate: $23.85 - $47.25 per hour, depending on experience and qualifications. This position is non-exempt and eligible for overtime pay for all hours worked in a workweek over 40.

This position is eligible for a quarterly bonus at the discretion of management, based upon considerations that include the division’s and candidate’s overall performance.

Duties and Responsibilities

• Performs Post Closing Customer Visits (PCCV) and any other inspections as per departmental and Company standards.
• May complete work orders 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.
• 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.

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

• Proficient in using computers and various software applications
• Written & verbal communication
• Customer Service

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.

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 committed to attracting, developing, and retaining diverse talent that reflects the customers we serve and the communities where we live and work.

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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