Customer Success Coordinator

Overview

BREAK GROUND ON A REWARDING CAREER WITH US!

The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American Homes, Woodside Homes, Holt Homes, Hubble Homes, and Chesmar Homes brands. We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's home buyers.

Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable.

We encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us.

• Collaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued.
• Team Engagement: Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments.

The Customer Success Coordinator serves as a point of contact for home buyers throughout the construction and completion of their new home. This position is an expert on every home build project, helps keep the project on track, and will communicate with each assigned homebuyer, providing progress updates, timelines, and other helpful information on a consistent basis specified by the manager. This person is a front-line ambassador for Holt Homes and represents the company with the highest level of integrity, character, professionalism, courtesy, and ethics.

• Completion of high school education
• Minimum of 2 years of customer service experience
• Real estate and/or new home construction experience preferred
• Ability to perform physical requirements of job, including but not limited to, standing, walking, sitting, stooping, and talking
• Must be able to traverse sites in adverse weather
• Reliable vehicle to drive from site to site
• Valid Driver's License with a safe driving record
• Proficient knowledge of Microsoft Suite (Word, Excel, PowerPoint, and Outlook), and web-based software (e.g. social media)
• Experience with programs Smartsheet and Sales Simplicity preferred
• Customer Relationship Management (CRM) database experience preferred (i.e. Hubspot, Salesforce)
• Potential remote work after mandatory in-office training, decided by manager
• Demonstrated customer-focus and solution-orientation, talent for engaging and building trust quickly with all personality types

• Ability to learn new software and programs quickly
• Excellent communication skills, both verbal and written, in the English language
• Strong follow-up skills
• Ability to work independently as well as in a group setting
• Adapt to a fast-paced, ever-changing environment

• Act as the secondary contact for home buyers throughout the construction and closing process, working closely with the community team including construction, sales, warranty, and design centers to ensure a seamless experience
• Travel to communities to capture photos of active builds for homes under contract to buyers
• Maintain weekly onsite presence across assigned committees, including providing neighborhood condition reports
• Facilitate and review pre-closure survey feedback, post close check-ins, and one year follow-ups
• Provide real time triage and ticket responses from home buyers under contract and either answer questions or direct to the appropriate party.
• Clearly communicate corporate processes and policies to customers and set expectations accordingly.
• Utilize lead management software (CRM) and other CX tools to provide home buyers with relevant weekly updates on the status of their build.
• Maintain close relationships with community sales consultants and field teams through regular contact, weekly status meetings and participate in ongoing training
• Be an expert and enthusiastic brand…