Director of Customer Care

M/I Homes has been building new homes of outstanding quality and superior design for more than 40 years. Founded in 1976 by Irving and Melvin Schottenstein and guided by Irving’s drive to always “treat the customer right,” we have fulfilled the dreams of over 140,000 homeowners and grown to become one of the nation’s leading homebuilders. M/I Homes started as a family business and grew into a national leader in a single generation with divisions in 17 markets, including Austin, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Detroit, Ft. Myers/Naples, Houston, Indianapolis, Minneapolis, Nashville, Orlando, Raleigh, San Antonio, Sarasota, and Tampa.

Customer Care Director directs and oversees all aspects of the Division’s customer service policies, objectives, and initiatives.  Develops service level standards focused on reducing response times and providing high customer satisfaction.  The Director establishes policies and procedures that implementing systems to capture and report on service metrics.  Will be the source of leadership for the entire customer care team.

Duties and Responsibilities

• Supervise and oversee Customer Care Staff: Coaches, leads, and provides feedback regarding staff performance.
• Trains staff in carrying out Customer Care Procedures and Requirements
• Reviews all Customer Care Requests and identifies/acts upon trends.
• Acts as a liaison between Operations, Construction, Customer Care and other external agencies.
• Reviews and resolves customer concerns.  Investigates and responds to customers to discuss action items.  Resolves concerns to ensure quality and customer satisfaction.
• Establishes performance metrics for customer service representatives.

Requirements

Minimum Education Experience

• Bachelor’s degree required.
• At least five years of related experience required, with prior management experience highly preferred.

Skills and Abilities

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.

Work Conditions and Physical Requirements:

• Exposure to undesirable environmental conditions as well as some health and safety risks.

Benefits

M/I Homes offers a comprehensive benefits package, including medical, dental, vision, paid time off and paid holidays, paid parental leave, traditional and Roth 401(k) options, profit sharing plan, employee stock purchase plan, employee home purchase plan and more.

We are committed to attracting, developing, and retaining diverse talent that reflects the customers we serve and the communities where we live and work.

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.

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