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Customer Care Project Manager
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Custom Home Exteriors
Shallotte, NC (In Person)
$55,000 Salary, Full-Time
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Job Description
Position Summary The Customer Care Project Manager serves as the primary point of contact for homeowners, builders, and internal teams regarding warranty and repair projects. This role is responsible for managing assigned warranty claims from initial inspection through project completion, ensuring exceptional customer service, accurate documentation, timely communication, and adherence to company safety standards. The ideal candidate is highly organized, customer-focused, capable of independently performing repairs, and able to coordinate multiple projects while maintaining strong relationships with customers and trade partners. Key Responsibilities Warranty & Repair Management Review and manage assigned warranty and repair requests. Schedule job previews within 48 hours of receiving new requests. Communicate with homeowners and builders to coordinate inspections and repairs. Conduct on-site evaluations and determine repair scope. Take detailed photos and upload documentation into the company systems. Coordinate material requirements with the Director of Warranty. Schedule and coordinate installers or subcontractors when additional labor is required. Perform eligible repairs independently when appropriate. Ensure all projects are completed within established timelines. Maintain a high level of customer satisfaction throughout the repair process. Customer Communication Serve as the primary customer contact throughout warranty projects. Provide timely updates regarding scheduling, materials, and project status. Address customer concerns professionally and proactively. Build positive relationships with homeowners, builders, and vendors. Documentation & Project Tracking Maintain accurate project records in NetSuite and other company systems. Upload photos, notes, and completion documentation promptly. Track project progress and communicate updates to leadership. Ensure all warranty files are complete and organized. Vehicle & Equipment Management Conduct daily vehicle inspections. Maintain vehicle cleanliness and organization. Schedule and complete routine vehicle maintenance. Report maintenance concerns promptly. Utilize approved service providers for repairs and maintenance. Safety & Compliance Follow all OSHA regulations and company safety standards. Maintain required PPE and safety equipment. Ensure first aid kits, water, and a fire extinguisher are available in company vehicles. Promote a culture of safety on every job site. Team Support Maintain daily communication with the Director of Warranty. Return unused materials in a timely manner. Assist warehouse and field operations during inclement weather or downtime. Support company initiatives and operational needs as required. Qualifications Required 3+ years of experience in construction, remodeling, warranty service, customer care, or project management. Experience interacting directly with homeowners and customers. Ability to perform basic construction repairs and troubleshooting. Strong organizational and time-management skills. Excellent verbal and written communication abilities. Proficiency with mobile technology, photos, and project documentation. Valid driver's license with acceptable driving record. Preferred Residential construction or exterior remodeling experience. Experience with siding, roofing, windows, doors, or warranty service. Experience using NetSuite or similar project management software. OSHA certification. We use the DISC profile to better understand communication styles and team dynamics. Once completed, you'll receive a copy of the report, which we'll also use to learn more about how your unique strengths align with the role and the team. Please follow the link below to complete the DISC profile: you will need about 20 minutes of quiet time to complete it.