Position Filled

We are teaming with a leading builder in Charleston in search of a Director of Customer Relations responsible for managerial control and implementation of divisional warranty programs, customer care program and corporate service strategies for all communities.

A strong construction and warranty background with a fast-paced high volume homebuilder is necessary.  We are seeking high drive, ambitious candidates with a proactive, ‘get it done’ attitude.

The Director of Customer Relations will maintain customer care records and support department activities.  They will manage a team of customer relations field reps and office staff and resolve customer care issues through research and field visits.

RESPONSIBILITIES FOR HOMEBUILDING DIRECTOR OF CUSTOMER RELATIONS:

  • Coordinate the daily monitoring, assignment, and completion of all service requests and/or warranty commitments.
  • Provide daily direction for customer care coordinator/administrative assistant, ensure that established procedures are followed for homeowner calls, written repair requests and communicate information to customer care reps in a timely manner.
  • Maintain positive homeowner relations; provide the homeowner with the knowledgeable, timely and professional response to telephone inquiries and resolve difficult customer care issues through personal involvement, including in-person visits.
  • Answers incoming Customer Care phone calls, responds to routine Customer Care inquiries, direct other calls as appropriate.
  • Keep Division Management informed of potential homeowner issues where major cost factors may be encountered.
  • Create and distribute departmental and division reports to Division Management as directed.
  • Collaborate in the formulation and establishment of warranty-related policy, field practices, and service procedures.
  • Proactively work with division management to improve purchasing, construction and selling practices in order to reduce the frequency of customer complaints.
  • Formulate and keep updated warranty manuals, orientation packages, policies, and procedure manuals and homeowner handbooks.
  • Manage division Water Intrusion Program with Director of Construction and report on status to MTM’s daily on water intrusion issues.
  • Mentor Customer Care associates by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets.
  • Responsible for the hiring, training, supervision, and, motivation of Customer Relation Associates.
  • Conduct and/or contribute to monthly/quarterly and/or annual performance appraisals.
  • Conduct regular staff meetings and training sessions.
  • Organizes bimonthly JD Powers’ team meetings.
  • Responds to corporate complaints within 1 hour and updates the DOC and DP in writing within the same day received.
  • Monitors and allocates staffing levels to adequately maintain coverage for all customer care requests.  Reviews customer care signoffs to insure full completion of warranty service requests.
  • Monitors trends in warranty service requests.  Creates and generates reports as necessary to identify such tends.
  • Works closely with the Construction staff to increase quality through such observation and research.

QUALIFICATIONS FOR HOMEBUILDING DIRECTOR OF CUSTOMER RELATIONS:

  • Thorough knowledge of building codes and industry standard building practices.
  • Minimum High School or GED required.  College Degree preferred
  • Minimum 10 year experience in Customer Service and Construction Manager with a Homebuilder (combination of Customer Service and Construction Manager)
  • Minimum 5 year experience in directing, coordinating and supervising staff in Homebuilding Customer Relations
  • Ability to read and interpret blueprints and engineering reports and details
  • Extensive knowledge and familiarity with carpentry, structural design, engineered wood products and failure analysis
  • Intermediate to advanced PC skills  (Microsoft Word and Excel)
  • Excellent verbal and written communication skills
  • Excellent interpersonal skills

BENEFITS:

  • Competitive Compensation
  • Health Care – Medical/Dental/Vision/Prescription Drug Coverage
  • 401(k) With Company Matching Contributions
  • Disability Programs
  • Employee & Dependent Life Insurance
  • Vacation & Company Holidays

Charleston, SC

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