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.
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).