Virtual Customer Care Manager II

. Coordinate virtual responses to customer warranty calls through TechSee and MS Dynamics 365 .

Posted 10/15/2026full-timeWestborough • Massachusetts • United StatesJuniorMid-Level💰 $36 - $45 per hourWebsite

Key responsibilities & impact

Coordinate virtual responses to customer warranty calls through TechSee and MS Dynamics 365
Analyze warranty issues during virtual appointments to triage claims and determine next steps
Create service requests, line items, and work orders in MS Dynamics 365 based on virtual inspections
Manage service requests through resolution, confirm repairs are complete, and close requests in MS Dynamics 365
Manage high volumes of incoming calls, emails, and virtual appointments
Build trusting customer relationships through open and interactive communication
Address complaints and provide solutions or alternatives within warranty guidelines
Set expectations for the repair process and follow up to ensure resolution
Determine and document root causes of common service items
Report opportunities for improvement
Perform administrative duties, confirmations, and in-home inspections as needed
Perform other duties as assigned
Provide guidance and assistance to entry-level professionals and support employees as needed

What you’ll need

Typically requires a University degree or equivalent experience
Minimum 2–4 years of prior relevant experience
Proven customer care experience with a strong emphasis on quality of service and follow-up
Customer-oriented with conflict resolution skills and ability to adapt to different personality types
Excellent communication and listening skills
Analytical ability to perform root cause analysis
Highly conscientious and well-organized, with ability to multitask, prioritize, and manage time effectively
Excellent computer skills and basic Microsoft Office Suite knowledge
Additional consideration for experience with MS Dynamics 365 and TechSee
Ability to sit, stand, drive, and move as required
Ability to exert minimal force up to 50 pounds and occasionally up to 80 pounds
Ability to climb ladders, scaffolding, and other means to reach and observe all building areas
Ability to work in heat, rain, cold, and other weather conditions
Must be able to work onsite 5 days per week in Westborough, Massachusetts

Comp & perks