CUSTOMER RELATIONS MANAGER

Century Complete•Grand Rapids, MI

1d•Remote

About The Position

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.

Requirements

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).
2+ years of related experience and in residential customer service/home warranty.
High School/GED required.

Nice To Haves

Experience in the Construction or Homebuilding industry is strongly preferred.
A college degree is preferred but not required.

Responsibilities

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).
Ensures 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.
Participates in root-cause analysis of issues and sends 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.