Job Summary
As a Customer Experience Manager at Caldwell Homes, you will play a pivotal role in representing our brand by creating a positive experience for homeowners, prospective buyers, and our internal teams. Your primary responsibility will be to drive effective communication and collaboration across sales, construction, purchasing, and vendor partners to deliver exceptional customer service. You will proactively address issues, manage warranty claims, and ensure that we maintain a high standard of service for our homeowners.
Key Responsibilities
- Act as the primary point of contact for homeowners, effectively resolving warranty claims with a focus on timely and empathetic solutions
- Ensure follow-up on warranty items is completed promptly, with a sense of urgency
- Coordinate warranty service appointments between vendors and homeowners
- Manage warranty budgets, track expenditures, and issue purchase orders (POs)
- Conduct Quality Assurance inspections on homes to ensure the highest standards of craftsmanship
- Hold touchpoint meetings with new homebuyers to ensure satisfaction and address any concerns
- Communicate customer feedback and concerns to Sales and Construction teams to improve overall service
- Identify and track recurring quality and product issues to implement corrective measures
Qualifications
- Bachelor’s degree in construction management, Business, or a related field
- Proven ability to meet or exceed customer expectations
- Strong background in service-oriented roles, with demonstrated success in similar positions
- In-depth understanding of construction processes and the ability to articulate technical details to vendor partners
- Experience managing work sequencing and resolving issues during warranty work
- Expertise in working with a diverse vendor base on budgeting, scheduling, safety, and production execution
- Passion for safety, with the ability to engage vendor partners to maintain a safe working environment
- Excellent problem-solving skills and the ability to resolve cost and service issues in a timely manner
Caldwell Companies is an Equal Opportunity Employer.
