Homebuilding Customer Service Professional

7 days ago

Alpharetta, Georgia, United States Century Communities Full time

About Century Communities

We are a leading homebuilder, dedicated to providing exceptional customer experiences and building a better future for our customers.

Salary: $65,000 - $80,000 per year

Job Description:

The Customer Relations Manager is responsible for ensuring a positive homebuying experience for our customers. This involves managing all customer service and warranty issues, working closely with home buyers, trades, and division staffing.

Your Key Responsibilities Include:

  • Manage all activities involving homeowners, prospective buyers, trades, and division staffing.
  • Ensure compliance with company policies and procedures.
  • Resolve customer issues with team members and trade partners.
  • Accept responsibility for each homeowner within assigned projects.
  • Follow through on customer issues.
  • Monitor and intercede on progress and completion of repairs by trade partners and assigned personnel.
  • Present a professional image.
  • Visit buyers at New Buyer Orientation and Pre-Drywall Orientation.
  • Educate homeowners on products and warranties.
  • Explain the company's limited warranty.
  • Ensure homeowners are aware of policies and procedures for requesting customer service and emergency service.
  • Facilitate timely response, execution, and completion of customer issues.
  • Communicate 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.
  • Perform service-related tasks as requested.
  • 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:

To be successful in this role, you will need:

  • Outstanding customer service skills.
  • An excellent communicator with a professional and friendly demeanor.
  • The ability to stay calm under stressful circumstances.
  • High proficiency in Microsoft applications (Excel, PowerPoint, Word).

We prefer candidates with experience in the construction or homebuilding industry and 2+ years of related experience and residential customer service/home warranty experience. A college degree is preferred, but a high school diploma or GED is required.

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