Overview

Summary of Position Requirements

Supervise, coordinate, and manage daily operations of Customer Relations Managers, including, but not limited to scheduling, quality control, trade partner management and effective material control. Mentor, train and supervise Customer Relations Managers (CRM) and Customer Relations Specialists (CRS) while monitoring adherence to Company policies/procedures.

Responsibilities 

Primary Duties and Responsibilities

• Manage and direct a team of Customer Relations Managers (CRM) and Customer Relations Specialists (CRS) in all aspects of customer relations and service for multiple communities.
• The Customer Relations Area Manager (CRAM) projects the image of our Company and must present and conduct him/herself accordingly at all times while on duty.
• Supervise trade partner activities in accordance with job schedules and business partner scopes of work as they relate to customer care
• Provide trade partner feedback to the Director of Construction & Director of Customer Care concerning the trade partner’s timeliness and attention to detail
• Promote, facilitate, and foster customer and trade partner relations
• Provide initial and ongoing training to construction team, sales team and customer relations team regarding warranty issues
• Meet established Regional/Divisional goals while demonstrating accuracy and thoroughness to ensure quality of work
• Work closely with their customer relations team, construction and sales to ensure open communication on all matters; develop a strong environment conducive to proactive resolution of issues and strong commitment to producing a quality end result
• Conduct field meetings with trade partners, construction staff and sales staff as needed
• Manage departmental performance against agreed targets and budgets, and within policies and standards
• Hire, interview, and provide ongoing training for CRM’s and CRS’s
• Manage performance including conducting periodic performance reviews, corrective actions, promotions and separations
• Review and respond to H2insight customer satisfaction surveys
• Identify aspiring, zealous, well informed Associates for promotion

#CB

Qualifications 

Education and Experience Requirements

• High School Diploma or equivalent required
• Bachelor’s degree in related field preferred
• Minimum 4 years experience in Customer Care and/or Construction Management in residential construction required
• Minimum 2 years’ experience in a supervisory capacity, preferably in a Customer Relations environment
• Valid Driver’s License with good driving record required
• Ability to read and interpret blue prints
• Computer literacy and proficient in MS Office products (Word and Excel)
• Excellent follow-up, communication (written and verbal) and time management skills

 Associate is prohibited from performing manual repairs.

 Contacts

Daily interaction with various division personnel, outside agencies, business partners, consultants and homeowners

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