Mgr Customer Relations

At Pulte Homes, a Customer Relations professional is an articulate, energetic people-person who turns potential problems into achievements.In this role, you will have the responsibility for ensuring that customers are serviced in a responsive and courteous manner to make them a Homeowner for Life™.You’ll interact with salespeople, construction staff and contractors as you service homeowners utilizing the newest technologies.Supported by our World-Class training program, you will make a significant impact as you strengthen our relationships with homeowners.

Job Summary:
Community gatekeeper of the homeowners overall experience. Forecast satisfaction levels and expenses. Accountable and responsible for monthly account analysis and budget.
 
Duties and Responsibilities (in order of importance):
1. Saturate yourself and the Pulte brand with each and every homeowner. Build long-term relationships that result in future sales for Pulte Homes. Directly build a relationship with each homeowner in the community.
2. Drive and increase Short/Long Term Satisfaction, Repeat and Referral, and JD Power results within a community.
3. Manage customer relations in the community to include investment and ROI accountability, forecasts, and budget variances.
4. Manage and execute the customer relations initiatives on a daily basis with the community team and each homeowner.
5. In partnership with the Construction Superintendent, ensure that homes are ready before taking ownership and are 100% complete prior to the Pre-Close Orientation
6. Ensure that all market Customer Relations initiatives are utilized with each homeowner within the community. Follow-up and monitor the progression of the home throughout the build process. Report all HOA or legal issues to the General Mgr Customer Relations.
7. Mentor and train new hires consistent with the World Class Customer Relations Workbook. Drive market projects to increase homeowner satisfaction.
8. Manage the day-to-day work of each trade to guarantee quality workmanship and "on time, every time" accountability.
 
Qualifications:
1. Minimum Bachelor’s degree in Business or equivalent in related field
2. Minimum 1 to 3 years customer relations experience
3. Strong relationship building skills
4. Strong written and verbal communication skills
5. Strong entrepreneurial skills
6. Has a clear understanding of the financial return of relationship investment
7. Ability to overcome objections and persevere in difficult situations
8. Ability to work well under pressure