Century Complete logo
Century Complete

More Home. Less Money.

CUSTOMER RELATIONS MANAGER

Location

United States

Posted

2 days ago

Salary

0

Seniority

Lead

Job Description

CUSTOMER RELATIONS MANAGER

Century Complete

Role Description The Customer Relations Manager works closely with our home buyers on all customer service and warranty issues, ensuring a positive homebuying experience. This is a remote position. The Customer Service Manager will support our West Michigan and Northwest Indiana communities in Grand Rapids, Valparaiso, Holland and Muskegon. - Manage all activities that involve Homeowners, prospective buyers, trades, and division staffing. - Remain in compliance with the Company's policies and procedures. - Resolve all customer issues with appropriate team members and trade partners. - Accept full responsibility for each Homeowner within the assigned project spanning from the close of escrow to the home's statute of limitations. - Follow through on all customer issues. - Monitor and intercede on the progress and completion of all repairs by trade partners and assigned personnel. - Responsible for the presentation of a professional image. - Visit each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO). - Ensure that the Homeowner is educated on all products and warranties within the home. - Thoroughly explain the Company's Limited Warranty to each Homeowner. - Ensure the Homeowner is fully aware of the policies and procedures in requesting customer service and emergency service. - Facilitate a timely response, execution, and completion of all customer issues. - Communicate any necessary work to the Customer Relations Coordinator. - Participate in root-cause analysis of issues and send recommendations to the manager. - Manage trades to complete service requests and ensure customer satisfaction. - Perform service-related tasks as requested (adjustments and repairs). - Establish and maintain positive internal and external customer relationships. - Determine trade accountability for back charges and POs. - Authorize payment for work performed within approval limits. - Follow applicable legal protocol and process necessary workflow. - Provide leadership with regular updates on escalated issues. - Review and support Century's Construction Standards. - Perform other duties as needed or assigned. Qualifications - Outstanding Customer Service skills. - An excellent communicator with a professional, friendly demeanor. - Ability to stay calm under stressful circumstances. - Highly proficient in Microsoft applications (Excel, PowerPoint, Word). Requirements - Experience in the Construction or Homebuilding industry is strongly preferred. - 2+ years of related experience in residential customer service/home warranty. - High School/GED required. A college degree is preferred but not required. Benefits Our mission of More Home, Less Money® is only possible with the best talent in the industry. If that’s you, if you’re a self-starter, changemaker, and thoughtful collaborator ready to take your career to the next level, then apply today! - As one of the nation's largest homebuilders and an industry leader in online home sales, we strive to create thriving, enduring neighborhoods with lasting livability. - Focus on building sustainable, affordably priced homes for our customers while reducing our carbon footprint. - For team members, our goal is to provide the resources, opportunities, and benefits needed to build successful, rewarding careers.

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