Customer Care Professional

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)

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

• 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

• 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

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

• Full‑time

• Customer Service

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