Customer Care Manager II (Ft. Lauderdale Area)

Location Ft. Lauderdale/Boca Area Career Level P2 Job Responsibilities Conduct in‑person homeowner assessments on an as‑needed basis to determine if a corrective work order is needed. Lead root‑cause analysis. Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator. 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. Verify build quality confirmation of the home before delivery to the customer. Determine trade accountability for back charges and field purchase orders (FPOs). Authorize payment for work performed up to approval limits. Follow applicable legal protocol and process necessary workflow. Address vendor performance issues. Maintain customer satisfaction metrics for serviced customers. Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses. Perform other duties as assigned. Organizational Impact Works to achieve day‑to‑day objectives with moderate impact on the area, independently on larger, moderately complex projects or assignments, and sets objectives for own area to meet project or assignment goals. Leadership & Talent Management May provide guidance and assistance to entry‑level professionals and/or support employees. Knowledge & Experience Requires practical knowledge of the area typically obtained through advanced education combined with experience; typically requires a university degree or equivalent experience and a minimum of 2–4 years of prior relevant experience. Required Skills & Knowledge Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types. Commitment to delivering high‑quality service and diligent follow‑up. Basic construction skills and knowledge. Excellent communication and listening skills. Analytical ability necessary to perform root‑cause analysis. Ability to manage warranty/customer service processes. Basic computer literacy. Skilled in conflict resolution to address customer concerns effectively. Knowledge of cost management principles and practices. Required Licensing, Registration and/or Certifications Valid driver’s license is required as driving is an essential function of this position. Physical Requirements May involve sitting, standing, driving, and/or movement. Requires the ability to exert a minimal force of up to 50 pounds and occasionally up to 80 pounds 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 the building. Ability to work in various weather conditions—heat, rain, cold, etc. #J-18808-Ljbffr PVH (Tommy Hilfiger/Calvin Klein)