Customer Care Manager

M/I Homes, Inc.; Naples (FL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

401(k) options

Employee home purchase plan

Job summary

M/I Homes is seeking a field service inspector to perform post-closing inspections and repairs on completed homes. You will ensure adherence to warranty policies, coordinate with subcontractors, and monitor work orders for quality and timeliness.

Ideal candidates have a high school diploma and 1–5 years of related experience in customer service or construction processes, with a focus on customer satisfaction and efficient workflow. This role requires on-site visits and travel as needed.

Qualifications

• High school diploma or equivalent with 1–5 years' related work experience in customer service or construction processes.
• Prefer related knowledge of the home building industry.

Responsibilities

• Performs post-closing visits and inspections to ensure customer satisfaction.
• Coaches and coordinates with subcontractors; schedules work orders and monitors progress.
• Directs and supervises subcontractors to maintain quality and efficiency.
• Maintains service vehicle inventories and equipment relevant to service work.
• Participates in departmental meetings to discuss issues and improve processes.
• Assists in special projects and other duties as required.

Skills

Written & Verbal

Computer

Customer Service

Education

High School Diploma

Job description

Requirements

• Written & Verbal

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, Tampa.

Job 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 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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