Customer Relations Manager

The Customer Relations Manager works closely with our home buyers on all customer service and warranty issues, ensuring a positive home buying experience.

The Customer Service Manager will support our West Michigan and Northwest Indiana communities in Grand Rapids, Valparaiso, Holland and Muskegon.

At least 2 years of related experience and in residential customer service/home warranty is required for this position.

• 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.

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

• 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.