Area Customer Relations Manager

Century Communities • Houston, TX

430d

About The Position

The Area Customer Relations Manager plays a crucial role in ensuring a positive homebuying experience by assisting the Warranty team in addressing customer service and warranty issues. This position involves overseeing a team of Customer Relations Representatives and managing interactions with homeowners, prospective buyers, and trade partners, ensuring compliance with company policies and effective resolution of customer issues.

Requirements

• Previous experience motivating and managing a team.
• Outstanding leadership and customer service skills.
• Excellent communication skills with a professional, friendly demeanor.
• Ability to stay calm under stressful circumstances.
• Experience in the Construction or Homebuilding industry required.
• At least 4 years in a customer service role required.
• Previous experience managing people and teams.
• Highly proficient in Microsoft applications, including Excel, PowerPoint, and Word.

Nice To Haves

• A college degree is highly preferred but not required.

Responsibilities

• Oversee a team of Customer Relations Representatives.
• Manage all activities involving homeowners, prospective buyers, trades, and division staffing.
• Ensure compliance with company policies and procedures.
• Resolve all customer issues and escalations with appropriate team members and trade partners.
• Accept full responsibility for each Homeowner within the assigned project from close of escrow to the home's statute of limitations.
• Follow through on all customer issues and monitor progress and completion of repairs by trade partners or assigned personnel.
• Present a professional image and visit each buyer at the New Buyer Orientation (NBO) and Pre-Drywall Orientation (PDO).
• Educate Homeowners on all products and warranties within the home and explain the Company's Limited Warranty.
• Ensure Homeowners are aware of policies and procedures for requesting customer service and emergency service.
• Facilitate timely response, execution, and completion of all customer issues.
• Communicate necessary work to the Customer Relations Coordinator.
• Manage trades to completion of service requests to customer satisfaction.
• Perform service-related tasks as requested, including adjustments and repairs.
• Establish and maintain positive internal and external customer relationships.
• Determine trade accountability for back charges and POs and authorize payment for work performed within approval limits.
• Follow applicable legal protocol and processes necessary for workflow.
• Provide leadership with regular updates on escalated issues.
• Review and support Century's Construction Standards.
• Perform other duties as needed or assigned.

Benefits

• Resources and opportunities to build successful and rewarding careers.
• Commitment to fostering an environment of diversity, inclusivity, and respect.
• Focus on ethical business behavior and responsible corporate activity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Construction of Buildings
• Education Level: Bachelor's degree