Customer Care Manager

M/I Homes Homebuilder Position

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.