Customer Care Professional

Insight Global; Wilmington (NC); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A client-focused staffing agency in Wilmington is looking for a Customer Care Manager to oversee warranty issues, manage customer relationships, and ensure high levels of customer satisfaction. This role requires at least 2 years of customer service experience and the ability to work in a fast-paced environment. Candidates with construction or property management experience are preferred. The position is full-time and offers a salary range of $60,000–$65,000 annually, along with benefits including medical and vision insurance and a 401(k).

Qualifications

• 2+ years of customer service experience.
• Experience working with subcontractors, vendors, or partners.
• Ability to manage warranty/customer service processes in a fast-paced environment.

Responsibilities

• Manage escalated and large warranty issues for closed homes.
• Conduct in-person homeowner assessments as needed.
• Determine if a corrective work order is needed.
• Establish and maintain positive customer relationships.
• Authorize payment for work performed up to approval limits.

Skills

Customer service management

Vendor management

High volume process management

Job description

Base pay range: $60,000.00/yr – $65,000.00/yr

Position: Customer Care Manager (Full time)

Rate: $60,000–$65,000/yr (Exact compensation may vary based on several factors, including skills, experience, and education)

JOB DESCRIPTION

Insight Global is seeking a Customer Care Manager for the greater Wilmington area to support a large residential client of ours.

RESPONSIBILITIES:

• Manage escalated and large warranty issues for closed homes, including insurance/litigation
• Conduct in-person homeowner assessments as needed
• Determine if a corrective work order is needed
• Manage trades to completion of service requests to customers’ satisfaction
• Perform minor service related tasks (e.g., adjustments, repairs), as requested
• Establish and maintain positive customer relationships
• Determine trade accountability for back charges and P.O.’s
• Authorize payment for work performed up to approval limits
• Follow applicable legal protocol and process necessary workflow
• Partner with other Customer Care Managers to address escalated homeowner concerns
• Manage, contain, and continuously improve warranty spend
• Participate in Lean initiatives to improve overall efficiencies of the Division
• Communicate and facilitate training to FMs on product or process issues to eliminate long‑term risk

REQUIRED SKILLS AND EXPERIENCE:

• 2+ years of customer service experience
• Experience working with subcontractors, vendors, or partners
• Ability to manage warranty/customer service processes in a high volume, fast‑paced environment

NIOT REQUIRED BUT PREFERRED:

• Construction or warranty experience
• Property Management, retail, rental car, or call center experience

Seniority level

Mid‑Senior level

Employment type

• Full‑time

Job function

• Customer Service

instellung

Benefits include: Medical insurance, Vision insurance, 401(k).