Customer Experience Advisor

Customer Experience Advisor

Posted 32 Days Ago

Hoschton, Georgia

POSITION SUMMARY:

The CEA is the primary point of contact for the Purchaser during the construction process, from scheduling of the Pre-Construction meeting until closing. They act as an advisor and always act in the best interest of both the Purchaser and Kolter Homes, within the terms of the contract and according to Kolter policies and procedures.

• Responsible for scheduling and conducting the Pre-Construction Orientation with the Purchaser
• Providing bi-weekly updates to Purchaser after the Pre-Construction Orientation has been conducted, until cabinets are installed
• Responsible for scheduling and conducting the Pre-Drywall Orientation with the Purchaser
• Responsible for providing weekly updates to Purchaser after cabinets are installed
• Responsible for coordinating with Construction, Warranty, and Contract & Closing department to ensure both Purchaser and Inventory homes are tracking for QAI inspections
• Answer ongoing questions and provide updates to Purchaser throughout construction process
• Monitor the QAI Inspection report to ensure completion by the CM. Items from the QAI that are not complete are to be put on the NHO List prior to the start of the orientation
• Conduct the NHO (New Home Orientation) with the Purchaser to document deficiencies, ensure that they fully understand the functionality of the home, and our warranty process
• Conduct the PCO (Pre-Closing Orientation) with the Purchaser to document any outstanding items not yet complete prior to closing
• Document deficiencies discovered during the NHO/PCO Orientations, and provide documentation to the Purchaser, Construction team, and Warranty Departments
• Track and confirm with Construction Managers that all discrepancies discovered at the New Home Orientation, including but not limited to final clean up, are corrected and complete prior to Pre-Closing Orientation and Closing of the home
• Work directly with Contract & Closing Department and Purchaser during the final stages of construction of the home, until closing
• Ensure the 2-month and 11-month post-closing inspections are scheduled at the PCO with a Warranty Representative
• Manage the transition of new homes from Construction to Warranty

No Supervisory responsibilities are required for this position.

• Excellent analytical, creative thinking, problem-solving, interpersonal, organizational, project management and time management skills
• Manage multiple priorities in a timely and professional manner with strong attention to detail with limited supervision.
• Demonstrate commitment to integrity, company values, customer-focus, and established policies and procedures.
• Display professional appearance and manner
• Work in a paperless environment and maintain detailed tracking information of workflow (in databases or other electronic systems)
• Effectively and professionally communicate (in oral and written form) with internal and external customers.
• Interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Ability to complete hands‑on company training course certifications as outlined by the Director of Construction within the area
• Ability to Learn or possess basic knowledge on the below is required:
  • Builders CMS
  • Build Pro
  • Any other company-based software
  • Microsoft Office Outlook

• Minimum of two years experience in a fast‑paced position, preferably with customer interfacing experience

Fast‑paced, growth‑focused, and dynamic team environment with multiple priorities, stringent accuracy requirements and strict deadlines.

N/A

• The employee must occasionally lift and /or move up to 50 pounds.
• While performing the duties of this job, the employee is regularly required to:
  • walk
  • sit
  • stand
  • use hands to finger, handle, or feel
  • reach with hands and arms
  • talk
  • hear
  • climb or balance
  • stoop, kneel, crouch, or crawl

• Close vision (clear vision at 20 inches or less)
• Distance Vision (clear vision at 20 feet of more)
• Color vision (ability to identify and distinguish colors)
• Peripheral vision…