[Hiring] CUSTOMER RELATIONS MANAGER @Century Complete

Role Description

The Customer Relations Manager works closely with our home buyers on all customer service and warranty issues, ensuring a positive homebuying experience. This is a remote position. The Customer Service Manager will support our West Michigan and Northwest Indiana communities in Grand Rapids, Valparaiso, Holland and Muskegon.

• Manage all activities that involve Homeowners, prospective buyers, trades, and division staffing.
• Remain in compliance with the Company's policies and procedures.
• Resolve all customer issues with appropriate team members and trade partners.
• Accept full responsibility for each Homeowner within the assigned project spanning from the close of escrow to the home's statute of limitations.
• Follow through on all customer issues.
• Monitor and intercede on the progress and completion of all repairs by trade partners and assigned personnel.
• Responsible for the presentation of a professional image.
• Visit each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO).
• Ensure that the Homeowner is educated on all products and warranties within the home.
• Thoroughly explain the Company's Limited Warranty to each Homeowner.
• Ensure the Homeowner is 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.
• 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 complete service requests and ensure customer 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.
• Perform other duties as needed or assigned.

Qualifications

• Outstanding Customer Service skills.
• An excellent communicator with a professional, friendly demeanor.
• Ability to stay calm under stressful circumstances.
• Highly proficient in Microsoft applications (Excel, PowerPoint, Word).

Requirements

• Experience in the Construction or Homebuilding industry is strongly preferred.
• 2+ years of related experience in residential customer service/home warranty.
• High School/GED required. A college degree is preferred but not required.

Benefits

Our mission of More Home, Less Money® is only possible with the best talent in the industry. If that’s you, if you’re a self-starter, changemaker, and thoughtful collaborator ready to take your career to the next level, then apply today!

• As one of the nation's largest homebuilders and an industry leader in online home sales, we strive to create thriving, enduring neighborhoods with lasting livability.
• Focus on building sustainable, affordably priced homes for our customers while reducing our carbon footprint.
• For team members, our goal is to provide the resources, opportunities, and benefits needed to build successful, rewarding careers.