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- The Customer Relations Representative manages all activities that involve homeowners, prospective buyers, trades and division staffing.
- Remains in compliance with the company's policies and procedures.
- Responsible for resolution of all customer issues with appropriate team members and trade partners, spanning Pre-Closing Orientation through each market's statute of limitations.
- Accepts full responsibility for each Homeowner within the assigned project spanning from close of escrow to the home's statute of limitations.
- Follows through on all customer issues.
- Monitors and intercedes on progress and completion of all repairs by trade partners or assigned personnel.
- Responsible for the presentation of a professional image.
- Strongly encouraged to visit each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO
- Visits each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO).
- Conducts the Quality Assurance Walk approximately one week prior to the Pre-Closing Orientation (PCO).
- Ensures that QA items are complete prior to the PCO walk.
- Ensures that the Homeowner is educated on all products and warranties within the home.
- Thoroughly explains Company's' Limited Warranty to each Homeowner.
- Ensures the Homeowner is fully aware of the policies and procedures in requesting customer service and emergency service.
- Facilitates in a timely response, execution, and completion of all customer issues.
- Communicates any necessary work to the Customer Relations Coordinator.
- Participates in root-cause analysis of issues and sends recommendations to the immediate manager.
- Manages trades to completion of service requests to customer's satisfaction.
- Performs service-related tasks as requested (adjustments and repairs).
- Establishes and maintains positive internal and external customer relationships.
- Determines trade accountability for back charges and POs.
- Authorizes payment for work performed within approval limits.
- Follows applicable legal protocol and process necessary workflow.
- Provides leadership with regular updates on escalated issues.
- Reviews and supports Century's Construction Standards.
- Performs other duties as assigned.
- Outstanding Customer Service Skills
- Must be an excellent communicator with a professional, friendly demeanor: Able to stay calm under stressful circumstances.
- Experience in Construction or Homebuilding industry strongly preferred.
- Highly proficient in Microsoft applications (Excel, PowerPoint, Word).
- College degree preferred, but not required.
- At least two years in a customer service role strongly preferred (but not required).