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Customer Service Manager

Core Responsibilities

  • Schedule 10-Day – Welcome to Warranty Meeting and explain the warranty process, inform the buyer about the Eliant survey process or Move-in, Mid-year, and Year-end.
  • Schedule and meet with homeowners to inspect and perform services on homes under warranty by MileStone Community Builders.
  • Coordinate trade services schedules.
  • Communicate with the Director of Warranty and Sr. Warranty Manager for approval of payable services and to report detailed work descriptions.
  • Ensure the responsible party is held accountable for costs associated with the repair. Back charges shall be made known to the responsible party prior to back charging.
  • Ensure the homeowner has been informed of any and all changes to any service schedule. 
  • Obtain homeowners written confirmation on all service resolutions.
  • Maintain a log of preventable construction problems and give feedback to Area Managers.
  • Assist community responsibilities that relate to erosion control on job sites and community cleanliness.
  • Assist in maintaining existing field homes and models as required.
  • Maintain calendars for on-call emergency and warranty time-off requests.

Knowledge, Skills, and Abilities

  • Maintain a high degree of integrity and honesty in all business dealings.
  • Be professional in dress, manners, and conduct.
  • Be a self-motivated individual and display initiative.
  • Be courteous and safety-driven.
  • Be knowledgeable of the residential home building quality and industry performance standards, and read and follow the standards of the Builder’s Warranty and New Home Orientation Manual.
  • Understand and follow all company policies and procedures in the Employee Handbook.
  • Anticipate, prevent, and solve problems (proactive vs. reactive) within his/her authority.
  • Make quick, accurate decisions when necessary and take responsibility for his/her actions.
  • Report any problems to the Director of Construction and Warranty.
  • Plan and organize daily work schedule to maximize time and productivity.
  • Experience with the FAST Builder Management Systems
  • Experience in Residential Home Construction or affiliated trade base.
  • Experience with Microsoft Office suite, especially Microsoft Excel.
  • Minimum 2 years of customer service experience preferred
  • College degree preferred

Days / Hours

  • Monday through Friday: 8 hours per day between 8 a.m. and 5 p.m.