Customer Relations Manager (Marina)

Century Communities San Jose , CA 95111

Posted 3 months ago

PRIMARY RESPONSIBILITIES:

  • Remains in compliance with the company's policies and procedures.

  • Responsible for resolution of all customer issues with appropriate team members and trade partners, spanning Pre-Closing Orientation through each market's statute of limitation.

  • Accepts full responsibility for each Homeowner within the assigned project spanning from close of escrow to the home's statute of limitations.

  • Follows through on all customer issues.

  • Monitors and intercedes on progress and completion of all repairs by trade partners or assigned personnel.

  • Responsible for the presentation of a professional image.

  • Strongly encouraged to visit each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO

  • Visits each buyer at the New Buyer Orientation (NBO) and the Pre-Drywall Orientation (PDO).

  • Conducts the Quality Assurance Walk approximately one week prior to the Pre-Closing Orientation (PCO).

  • Ensures that QA items are complete prior to the PCO walk.

  • Ensures that the Homeowner is educated on all products and warranties within the home.

  • Thoroughly explains Company's' Limited Warranty to each Homeowner.

  • Ensures the Homeowner is fully aware of the policies and procedures in requesting customer service and emergency service.

  • Facilitates in a timely response, execution and completion of all customer issues.

  • Communicates any necessary work to Customer Relations Coordinator.

  • Participates in root-cause analysis of issues and sends recommendations to immediate manager.

  • Manages trades to completion of service requests to customer's satisfaction.

  • Performs service related tasks as requested (adjustments and repairs).

  • Establishes and maintains positive internal and external customer relationships.

  • Determines trade accountability for back charges and POs.

  • Authorizes payment for work performed within approval limits.

  • Follows applicable legal protocol and process necessary workflow.

  • Provides leadership with regular updates on escalated issues.

  • Reviews and supports Century's Construction Standards.

  • Performs other duties as assigned.

QUALIFICATIONS:

  • College degree preferred, but not required.

  • At least two years in a customer service role preferred, but not required.

  • Experience in Construction or Homebuilding industry preferred.

  • Highly proficient in Microsoft applications (Excel, PowerPoint, Word).

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Customer Relations Manager (Marina)

Century Communities