Customer Service Manager

7 days ago


South Jordan, Utah, United States Century Communities Full time

About Century Communities

We are a leading homebuilder and developer, dedicated to providing exceptional customer experiences and building high-quality homes that meet the needs of our customers.

Job Summary

We are seeking a highly skilled Customer Care Manager to join our team. As a Customer Care Manager, you will be responsible for ensuring a positive homebuying experience for our customers, from the close of escrow to the home's statute of limitations.

Key Responsibilities

  • Manage all activities that involve homeowners, ensuring timely and effective resolution of customer issues.
  • Remain in compliance with company policies and procedures, and ensure that all customer issues are resolved in accordance with these guidelines.
  • Work closely with trade partners and assigned personnel to ensure that all repairs are completed to the customer's satisfaction.
  • Present a professional image and ensure that all customer interactions are handled in a courteous and respectful manner.
  • Visit each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO) to educate them on all products and warranties within the home.
  • Thoroughly explain the company's Limited Warranty to each homeowner and ensure that they are 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, and communicate any necessary work to the Customer Relations Coordinator.
  • Participate in root-cause analysis of issues and send recommendations to the manager.
  • Manage trades to completion of service requests to customer satisfaction, and perform service-related tasks as requested.
  • Establish and maintain positive internal and external customer relationships, and determine trade accountability for back charges and POs.
  • Authorize payment for work performed within approval limits, and follow applicable legal protocol and process necessary workflow.
  • Provide leadership with regular updates on escalated issues, and review and support Century's Construction Standards.

Requirements

  • Outstanding customer service skills and an excellent communicator with a professional, friendly demeanor.
  • Ability to stay calm under stressful circumstances and highly proficient in Microsoft applications (Excel, PowerPoint, Word).
  • Experience in the construction or homebuilding industry is strongly preferred, with 2+ years of related experience and in residential customer service/home warranty.
  • High School/GED required, and a college degree is preferred but not required.


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