Customer Relations Manager

Century CommunitiesGrand Rapids, MI

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Overview

Schedule

Full-time

Career level

Director

Remote

Benefits

Paid Vacation

Career Development

Job Description

What You'll Do:

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.

Your Key Responsibilities Include:

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).
Ensures 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.
Participates in root-cause analysis of issues and sends 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.

What You Have:

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).

Your Education and Experience:

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

About Century Complete

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, focusing 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.

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FAQs About Customer Relations Manager Jobs at Century Communities

What is the work location for this position at Century Communities?

This job at Century Communities is located in Grand Rapids, MI, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Century Communities?

Employer has not shared pay details for this role.

What employment applies to this position at Century Communities?

Century Communities lists this role as a Full-time position.

What experience level is required for this role at Century Communities?

Century Communities is looking for a candidate with "Director" experience level.

Does Century Communities allow remote work for this role?

Yes, this position at Century Communities supports remote work, giving candidates the flexibility to work outside the primary office location.

What benefits are offered by Century Communities for this role?

Century Communities offers following benefits: Paid Vacation and Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Century Communities?

You can apply for this role at Century Communities either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.