Homeowner Concierge Representative

Williams Homes•Santa Clarita, CA

About The Position

The Homeowner Concierge Representative drives an exceptional customer experience acting as a liaison across the entire Williams Rebuild lifecycle, including coordination during sales, design, pre-construction, construction, and warranty. In this key role, you'll be the primary point of contact for homeowners, expertly facilitating communication among WRB employees, consultants, and the homeowner to provide a distinctive building journey.

Requirements

High School Diploma required.
Excellent written and verbal communication skills.
Ability to relay difficult information and de-escalate customer interactions.
Ability to work closely with other departments with diplomacy and professionalism.
Extensive knowledge in MS Office Suite.
Strong analytical, organizational, problem solving, and planning skills, demonstrated ability to work independently and exercise sound judgment, with strong attention to detail.
Comfortable in many settings including office, temporary spaces, and construction jobsites at various phases of construction.
Requires the ability to work while functioning under the pressure of problem solving.

Nice To Haves

Prior Construction, homebuilding, or warranty knowledge or experience preferred.
Hospitality experience a plus.

Responsibilities

Oversee and manage homeowner journey from end to end to deliver a streamlined, coordinated, satisfying, and informed experience throughout the lifecycle of their build journey.
Participates directly with the Operations team to gather critical information, ensuring we can provide timely updates and accurate answers to homeowners’ questions and needs.
Main point of contact for homeowners’ needs throughout the lifecycle of their build journey, acting as a liaison with employees, external consultants, and stakeholders.
Facilitates meetings with all necessary stakeholders to address and resolve issues.
Responsible for delivery of all communication to homeowner, both preplanned and in cases of unforeseen updates or issues.
Works in partnership with manager to ensure integrity of the homeowner experience and to quickly resolve all issues.
With guidance, closely monitors all schedules to consistently drive timely construction updates, successful milestone walks, and smooth home deliveries.
Manage onsite property walks and visits in accordance with company policy regarding site safety.
Must have the ability to understand accounting and budget data and communicate in an easily understood manner as it relates to budget presentation, progress billing, change orders, and final billing.
Communicate with a wide variety of individuals, from administrative to operations to stakeholders.