The Rush Companies has 38 years of experience and a strong reputation for timely delivery of quality single-family homes and commercial buildings. Our teams are focused on doing incredible things every day in support of our vision of Building an Exceptional Future, TOGETHER. We stand proud of our collective efforts that allow us to create communities where people love to live and work.
Rush Residential Construction is seeking a Customer Experience Manager who will be responsible for delivering an exceptional customer experience for our homeowners beginning with new home orientations through their warranty period. The Customer Experience Manager conducts Homeowner Orientations giving our new homeowners an in depth tutorial on their new home features and how they function. Process Warranty claims from Homeowners and coordinates with subcontractors/suppliers, Warranty tech and homeowners for inspections and repairs. Acts as vital company liaison between Rush Residential and their clients, subcontractors, and vendors with regards to performing customer service responsibilities. Input, monitor, and analyze Customer concerns and corrections using key data points to facilitates continuous improvement and conduct regular communications with the home building team and suppliers / vendors. The Customer Experience Manager will have a critical role in the HOA administration to align our customer experience expectations with the operations of the Homeowners Association.
Essential Duties & Responsibilities:
Process and dispatch all Warranty issues across all projects
Align with our extended warranty provider, 2-10
Manage warranty schedule and tracking database
Customer follow up in timely manner to correct deficiencies and address concerns
Minimize our presence in the homeowner's home after close by closely managing the service schedule.
Coordinate the ordering, scheduling, delivery / installation of warranty related issues
Prepare monthly measurables to align Production with Warranty corrections to be proactive and to support our efforts to continuously improve the performance of our homes.
Communications
Clearly communicate with buyers on Home Orientations, to prepare them for their Orientation and manage expectations.
Coordinate support with Construction Managers to assist in Warranty items as needed.
Be collaborative and open minded in the pursuit of delivering the best customer experience.
Align closely with Sales to understand the buyers experience ahead of orientation.
Homeowner Orientation
Create and continuously improve digital homeowner manuals and education materials
Preview homes prior to delivery to ensure customer expectations will be met
Conduct orientations and coordinate key turnovers for every home delivered
Ensure items from orientations are completed prior to closing and acquire customer sign off for completed items
Review/update the Homeowner Portal ahead of every orientation
HOA Administrator
Prepare CCRs for the Community using developed templates
Prepare supporting Governing Documents
Work with Community Managers on Homeowner communications as they relate to the HOA
Communicate with sales to ensure alignment on dues and public offering statements.
Customer Experience:
Understand all aspects of work that influence the customer experience and provide collaborative direction for improvement.
Engage with clients thoughtfully, respecting cultural differences and varying communication preferences.
Develop strong working relationships with subcontractors and vendors.
Work Styles and Habits
Customer focused
Empathetic: Truly listens to customers, understanding their needs and emotions. Patient and compassionate, making clients feel valued and understood during what can be a stressful time.
Regular, reliable, and on-time attendance, including ability to respond outside of regular hours for Warranty.
Exceptional communication and time management skills
Strategic thinking and problem-solving skills
Goal oriented, self-motivated, and accountable
Possesses a natural sense of urgency
Strong leadership skills
Ethical and honest
Collegial, cooperative, and respectful of all team members
Industrious, uses time well
Lifelong learner (hours of training)
Committed (willing to do what it takes)
Job Requirements:
Education:
Bachelor's degree in construction management from an accredited college or university preferred
OR
Equivalent related experience in a construction firm
Experience:
3+ years in Customer Service and New Residential Construction
Strong knowledge of residential construction means and methods and warranty practices
Knowledge of transactional interface between Real Estate Sales, Lender, and Title / Escrow teams is helpful.
Knowledge of HOA administration
Special Skills:
Proficient in Microsoft Office Suite (Outlook, Excel, Adobe, etc.)
Experience with industry business software (i.e. Hubspot, BRIX, BuildPro) preferred.
Move about the prospective client home; walks job sites; occasionally moves about the inside of office to access Homeowner Backpacks, binders, office machinery, etc.
Our team members at The Rush Companies have a strong reputation for exercising integrity, good judgment, and sound business practices in our dealings with clients, consultants, subcontractors, and suppliers. We are committed to selecting only those individuals who share in our loyalties while also maintaining our standards of quality and safety.
For more information about The Rush Companies go to: http://www.therushcompanies.com
Equal Opportunity & Drug-Free Employer
Disclaimer: This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job duties and responsibilities.