JOB SUMMARY:  

Responsible for the activities of the Customer Care department and its subordinates. Assigns work, analyzes and acts upon trends, resolves customer complaints, and provides leadership to staff members.

DUTIES AND RESPONSIBILITIES:

• Directly supervises and oversees Customer Care Staff; coaches and provides feedback to subordinates regarding their performance.
• Assists in training subordinates in carrying our Customer Care procedures and requirements.
• Reviews customer requests and identifies/acts upon trends.
• Acts as Liaison between Operations, Construction, Customer Care and other external agencies to ensure completion of job duties/prevention of service issues.
• Receives, reviews and acts upon customer complaints.  Investigates complaints and responds to customers to discuss actions to be taken.  Resolves complaints to ensure quality and customer satisfaction.
• Determines required service responses and prepares schedules for work; assigns appropriate personnel for repair maintenance.
• Manages the department’s budget; meets with appropriate individuals to monitor and track costs.
• Works with staff members to upgrade Customer Care policies and procedures.
• Performs maintenance duties when necessary.
• Assist with special projects as requested and perform additional duties as required.

Required Skills Required Experience

MINIMUM EDUCATION/EXPERIENCE: 

High school graduate with at least one year of relevant course study including workshops and seminars in customer service and construction management techniques combined with a minimum of five years related experience; related supervisory experience; and a thorough knowledge and understanding of the home building industry within scope of customer service requirements and construction processes.

WORK CONDITIONS:

• Exposure to undesirable environmental conditions as well as some health and safety risks. Appropriate equipment and precautions required.
• Travel demands which require possession of a valid driver’s license and good driving record to comply with Company issued vehicle policies.

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 equal opportunity employer.