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Manager care

3 months ago

Scottsdale, United States Replay Destinations Full time

Job Title: Manager, Homeowner Care Location: Scottsdale, Arizona To Apply: Please refer to the instructions in the job description below. Only candidates who follow the below instructions will be considered for the role. Replay Destinations: Replay Destinations is an experience-driven development company focused on the destination home sector. Headquartered in Vancouver, Canada, we have a diverse portfolio of destinations and properties throughout the continental United States, Hawaii, and the Caribbean. Our projects include intimate condominium buildings within established destinations; an innovative and disruptive condo-hotel concept; a new mixed-use neighborhood in a historic wine country town; and master-planned destinations in the world’s most sought-after settings. In all cases, Replay searches for opportunities in environments where people love to play. We are a team of strategists, planners, designers, marketers and builders who create authentic and enduring places that become must-visit destinations for guests and potential real estate purchasers. Our partners include visionary landowners, developers, municipalities, private equity funds, and families with legacy landholdings. Replay has high expectations for everyone who joins the team. The rope is long, and the opportunities are immense, but we don’t take ourselves too seriously. We strive for a fun environment with the freedom to work on exciting projects, to learn, to be mentored, to be challenged, to grow professionally and travel to dream destinations. We are excited about our future and our growing team. Job Summary: At Replay, we believe that Delivery and Closing is not just a transaction, but a true experience for our buyers and future homeowners. We see this as an opportunity to welcome them into the Replay Family. As such, a Replay home should be delivered as if it were our own with every detail considered and the home in mint condition. We are looking for a talented Homeowner Care Manager who is passionate about customer service and will ensure that Replay buyers love their new home and become Replay loyalists who want to purchase again and are eager to tell others of their positive memories created. Reporting directly to the VP of Development, the Homeowner Care Manager will have overall responsibility for product delivery, fit and finish quality control through the punch process, homeowner orientations, and service requests through to the end of the warranty period. You are a strong team player and are just as comfortable working with the general contractor to resolve construction defect issues as you are dealing with our homeowners as our main point of contact from delivery through to the end of the warranty period. Responsibilities: Ensure Replay homeowners become company loyalists by providing the highest level of customer service. Build long-term homeowner relationships. Be a solution-driven team player. Work with the construction team to establish and enforce fit and finish standards to ensure that we are delivering product of the highest standard to our homeowners. Work with the construction and development team to coordinate the preparation of the Homeowner Guide for each project. Conduct and manage the Replay punch process and ensure that homes are ready to deliver to our homeowners. Work with the construction team and sales team to coordinate the Homeowner Orientation schedule. Conduct Homeowner Orientations, an integral part of the delivery process. Document and track homeowner punch items identified during the Homeowner Orientation. Maintain records of work completed. Ensure that all Homeowner punch items identified during the Homeowner Orientation are rectified in a timely manner. Document and track all post-closing service requests. Maintain records of work completed. Work with the property manager and resident homeowner sub-associations offering regular communications on delivery status including attendance of homeowner association meetings with the VP of Development. Ensure that all post-closing service requests from closing through to the end of the warranty period are rectified in a timely manner. Responsible for coordinating the pre and post-occupancy review sessions with the Replay team. As Replay’s primary point of contact post-closing, maintain professional, timely, regular communications with Homeowners to keep them informed on the status of any outstanding punch, warranty items or service requests. Prepare a monthly report on the status of all projects with respect to Homeowner Care. Requirements: 3-5 years of related work experience. Direct experience delivering residential projects to buyers as either a construction professional, customer service representative, property management, or in another similar capacity on several projects. Must be familiar with construction, construction standards for fit and finish, and commercial scale residential building systems. Must be a self-motivated and team-oriented individual with strong verbal and written communication skills and possess the ability to effectively communicate with internal and external stakeholders. Ability to communicate clearly and collaborate with multiple stakeholders, understand and interpret stakeholder needs and identify solutions to non-routine queries. Strong attention to detail, organizational and planning skills, and the ability to prioritize, work under pressure, and balance competing activities. Must be detail-oriented and possess a strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, Outlook, and MS Project), Bluebeam, Adobe products. Prior experience with Yardi Project Management a plus. Must have experience in CRM applications, such as Constellation or similar software platform utilized for management and tracking of residential deliveries. Familiar with a variety of field and industry concepts. Must be resourceful and have a strong commitment toward ensuring accuracy in their own work product and the work product of others. Working Conditions: Willingness to travel, both in and out of state, up to 25%, as required. Ability to attend meet with Homeowners outside business hours on occasion when necessary. Ability to navigate uneven terrain, stairs, ladders, and other hazards encountered on construction sites. To Apply: Individuals meeting the criteria above are encouraged to submit their resume and cover letter in confidence to hr@replaydestinations.com. Please put the job title “Manager, Homeowner Care - Scottsdale” in the subject line. We thank all candidates for their interest in Replay and the role; however, only those selected for follow-up will be contacted. #J-18808-Ljbffr