JOB SUMMARY: Acts as a Lead for the Customer Care call center by conducting staff training, monitoring performance and providing feedback, coaching for improved performance, and handling escalated calls. Performs standard Customer Care call center duties such as receiving incoming customer calls and scheduling appointments.

DUTIES AND RESPONSIBILITIES:

• Trains call center staff on standard Customer Care processes, behaviors and standards.
• Handles and resolves escalated customer queries, problems and complaints.
• Monitors the performance of the call center staff against key performance standards.
• Provides recommendations for the continuous improvement of call center processes and service.
• Serves as the point of contact for call center leader regarding open requests, work orders, etc.
• Answers incoming Customer Care telephone lines; asks probing questions to gather facts; troubleshoots to resolve customer issues.
• Schedules service appointments with Technicians & customers; provides 1st response scheduling when possible.
• Tracks and monitors appointments as required.
• Prepares and processes warranty work orders and inspection requests.
• Provides general administrative support for department including routine processing of correspondence from rough or revised drafts, data entry, preparation of reports, filing, copying and maintenance of service files.  May compile and verify information for reports.
• Provides all customers - homebuyers, company colleagues, and all outside business associates - with consistent and exceptional service.
• Answers all incoming warranty telephone lines; asks probing questions to gather facts; troubleshoots to resolve customer issues.
• Schedules service appointments with Technicians & customers; provides 1st response scheduling when possible.
• Tracks and monitors appointments as required.
• Prepares and processes warranty work orders and inspection requests.
• Provides general administrative support for department including routine processing of correspondence from rough or revised drafts, data entry, preparation of reports, filing, copying and maintenance of service files.  May compile and verify information for reports.
• Performs additional assignments as requested by supervisor

Required Skills

MINIMUM EDUCATION/EXPERIENCE:

High school graduate with basic academic and practical skills gained through school curriculum combined with at least 3 years of related work experience and/or training; general knowledge of administrative and office functions.  Good written and verbal communication skills for interaction with a variety of people inside and outside of the organization. Should possess a thorough knowledge of Microsoft Office suite. 

COMPETENCIES: 

• Customer Focus
• Approachability
• Listening
• Time Management
• Composure
• Conflict Management
• Perseverance
• Problem Solving

M/I Homes offers a comprehensive benefits package, including medical, dental, vision, 401(k) profit sharing plan, employee stock purchase 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.

Required Experience

MINIMUM EDUCATION/EXPERIENCE:

High school graduate with basic academic and practical skills gained through school curriculum combined with at least 3 years of related work experience and/or training; general knowledge of administrative and office functions.  Good written and verbal communication skills for interaction with a variety of people inside and outside of the organization. Should possess a thorough knowledge of Microsoft Office suite. 

COMPETENCIES: 

• Customer Focus
• Approachability
• Listening
• Time Management
• Composure
• Conflict Management
• Perseverance
• Problem Solving

M/I Homes offers a comprehensive benefits package, including medical, dental, vision, 401(k) profit sharing plan, employee stock purchase 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.