Since its foundation in 1986, Thompson Construction Group, Inc. has grown from a small, local company into one of the largest privately held companies based in South Carolina. Our diverse services portfolio includes capital projects, power services, maintenance services, disaster recovery, hydro consulting and commercial construction. We believe in investing in our employees to help them reach their professional goals, as well as their personal goals. Thompson promotes a work environment that fosters learning, leadership, and development along with a safety culture that never waivers. Thompson is headquartered in Sumter, South Carolina with offices spanning the United States, primarily southeast and central United States.
Position Description
The Case Manager will be responsible for assigning, monitoring, and organizing the participant’s information and documentation of the R3 Program. The individual will serve participants by providing information and resolving problems in the most efficient and empathic way.
Job Responsibilities
Maintain familiarity with CDBG-DR requirements relative to homeowner participation and construction work in the homeowner assistance program.
Manage the homeowner end-to-end customer journey within the Program and follow up with internal and external teams through phone calls, texts and emails until case is closed.
Analyze the data captured by Quickbase and Canopy, database systems used for the administration of the Program, to ensure these captured true and correct data.
Analyze and document homeowner issues and complaints to identify solutions in a timely manner. If needed, escalate these to the upper Management.
Maintain familiarity with program requirements and electronic database processes to best serve homeowners participating in the program.
Assist with project documentation tracking, ensure compliance requirements are met and monitor project documentation.
Perform follow-up phone calls and emails to ensure all Closeout Binder Checklist required documents are completed and available.
Organize the participant’s documentation in accurate order to construct the digital binder by using approved applications.
Maintain familiarity with program requirements and electronic database processes to better serve internal teams, as needed.
Maintain excellent communication with the Case Managers of each Program Manager (PM) and all others in charge of activities and/or tasks related to the Customer Service process.
Serve as liaison between the Program Managers (PM) and internal stakeholders providing constant updates and progress of the cases.
Provide support to other team members as necessary.
Job Qualifications
Bachelor’s degree in a related area.
Minimum of (2) years of customer service, clerical or administrative experience or similar job.
Proficient computer skills including in Microsoft Word, Excel, and Outlook.
Experience with QuickBase or Canopy preferred.
Ability to work in a fast-paced team environment.
Strong multitasking skills with the ability to prioritize tasks.
Analytical and problem-solving skills with a keen eye for details.
Ability to manage time effectively, establish priorities, and to finish tasks quickly.
Ability to demonstrate conflict management and to manage the homeowner call center.
Strong verbal as well as written communication skills.
Fully bilingual, English and Spanish.
Candidate may be required to pass a drug test and criminal background check based on job location/requirements.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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