Customer Relations Manager

2 weeks ago

Houston, Texas, United States Century Communities Full time
About Century Communities

We are a leading homebuilder and online home sales company, dedicated to providing our customers with exceptional service and support. As a Customer Relations Manager, you will play a critical role in ensuring a positive homebuying experience for our homeowners.

Key Responsibilities
  • Manage all activities related to homeowners, ensuring timely resolution of customer issues.
  • Remain in compliance with company policies and procedures.
  • Work closely with trade partners and team members to resolve customer complaints.
  • Accept full responsibility for each homeowner within assigned projects.
  • Monitor and intercede on progress and completion of all repairs.
  • Presentation of a professional image is essential.
  • Strongly encouraged to visit each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO).
  • Ensure homeowners are educated on all products and warranties within the home.
  • Thoroughly explain Company's Limited Warranty to each Homeowner.
  • Facilitate timely response, execution, and completion of all customer issues.
  • Communicate necessary work to the Customer Relations Coordinator.
  • Participate in root-cause analysis of issues and send recommendations to the immediate manager.
  • Manage trades to completion of service requests to customer's 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.
Requirements
  • Outstanding customer service skills.
  • Excellent communication skills with a professional, friendly demeanor.
  • Experience in construction or homebuilding industry strongly preferred.
  • Highly proficient in Microsoft applications (Excel, PowerPoint, Word).
Education and Experience
  • College degree preferred, but not required.
  • At least two years in a customer service role strongly preferred (but not required).

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