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Client Relations Specialist

2 months ago

Newport Beach, California, United States Century Communities Full time

Position Overview

*Role at Century Communities*

About Century Communities

As one of the leading homebuilders in the United States, recognized for our rapid growth and innovative approach, we are committed to equipping our team with the necessary resources, opportunities, and benefits to foster a successful and fulfilling career.

Benefits We Provide

Our team members benefit from a comprehensive package that includes medical, dental, and vision coverage, a 401(k) plan with employer matching, paid time off, and sick leave, in addition to discounts on homes and mortgages. We also offer competitive salaries along with the potential for discretionary bonuses and/or commission structures, depending on the role.

Our Commitment to Excellence

Our mission to build, finance, and insure A Home For Every Dream is achievable only with the finest talent in the industry. If you are a proactive, innovative thinker and a collaborative team player ready to elevate your career, we encourage you to explore this opportunity.

Key Responsibilities:

The Client Relations Specialist will collaborate closely with our Homebuyers to address all customer service and warranty inquiries, ensuring a seamless homebuying journey.

Primary Duties Include:

  • Overseeing all interactions involving homeowners, potential buyers, contractors, and division staff.
  • Ensuring adherence to company policies and procedures.
  • Resolving customer concerns by coordinating with relevant team members and trade partners from Pre-Closing Orientation through the applicable statute of limitations.
  • Taking full ownership of each Homeowner's experience from the closing of escrow to the home's statute of limitations.
  • Following up on all customer inquiries and issues.
  • Monitoring and facilitating the progress and completion of repairs by trade partners or designated personnel.
  • Maintaining a professional image at all times.
  • Actively participating in New Buyer Orientation (NBO) and Pre-Drywall Orientation (PDO) visits.
  • Conducting Quality Assurance Walks approximately one week prior to Pre-Closing Orientation (PCO) to ensure all QA items are addressed.
  • Educating Homeowners on all products and warranties associated with their homes.
  • Thoroughly explaining the Company's Limited Warranty to each Homeowner.
  • Ensuring Homeowners are informed about the policies and procedures for requesting customer service and emergency assistance.
  • Facilitating timely responses and resolutions to all customer issues.
  • Communicating necessary work to the Customer Relations Coordinator.
  • Participating in root-cause analysis of issues and providing recommendations to management.
  • Managing trade partners to ensure service requests are completed to customer satisfaction.
  • Performing service-related tasks as needed, including adjustments and repairs.
  • Building and maintaining positive relationships with both internal and external customers.
  • Determining trade accountability for back charges and purchase orders.
  • Authorizing payments for completed work within established limits.
  • Following legal protocols and necessary workflows.
  • Providing leadership with regular updates on escalated issues.
  • Reviewing and supporting Century's Construction Standards.
  • Completing other duties as assigned.

Knowledge, Skills, and Abilities:

Exceptional customer service skills are essential. The ideal candidate will possess excellent communication abilities and a professional, approachable demeanor, remaining calm under pressure.

Experience in the construction or homebuilding sector is highly preferred.

Proficiency in Microsoft Office applications (Excel, PowerPoint, Word) is required.

Education and Experience:

A college degree is preferred but not mandatory.

A minimum of two years in a customer service role is strongly preferred, though not required.

Century Communities intends to offer the selected candidate a competitive salary within the stated range, with final offers determined by various factors including experience.

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