Customer Support Manager/Owner Consultant

ABOUT THE COMPANY
A real estate developer and home builder for more than 75 years. Our portfolio of developments includes condominiums, townhomes, lofts, and single-family homes. We are seeking an organized, goal-oriented professional to add to our talented team.

Job Description
You will be the main point of contact for all Punchlist and Warranty items for Companys luxury condominium projects in Scottsdale, AZ. You will need to effectively manage the expectations of homeowners and coordinate repair work through the general contractor and subcontractors. You will frequently be on the jobsite performing QA/QC walkthroughs or meeting with homeowners.

Primary Responsibilities:

• Pre-walk condominium units at various points of construction to provide punchlists from rough construction through delivery of the home to the customer; provide quality control of finished product and compliance with homeowner-specific selections.
• Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc. and creating a final punch list with the homeowner.
• Evaluate homeowner repair requests to determine if they are warrantable items. Oversee warranty claims reporting by creating and maintaining a database of all claims via Procore.
• Schedule inspections with homeowners, schedule repair work, and follow through to completion of all warranty requests with appropriate urgency and attention to detail.
• Maintain positive homeowner relations, provide homeowners with knowledgeable, timely and professional service. Following up with homeowners quickly and ensuring their concerns are addressed in a timely and professional manner is an essential aspect of the role.
• Keep an accurate history and documentation of all punchlist and warranty request items. Provide the developer and general contractor with routine updates regarding the same.
• Assist project managers with various development-related tasks including overseeing common area punch-lists and completion of the common areas of new buildings.
• Participate in company meetings to discuss service issues, work schedules, enhance job quality and performance, and increase workflow efficiency.
• Assist in special projects as requested and perform additional duties as required.

Qualifications:

• Bachelors degree required.
• A minimum of three (3) years of prior residential construction or related customer service experience required.
• An eye for detail in the delivery requirements of new construction homes.
• Proficiency with Microsoft Office suite is required. Prior use of Procore is a plus.
• Ability to read and comprehend construction blueprints, specifications, and detailed development drawings is a plus.

Personal Characteristics:

• Strong interpersonal skills with the ability to interact and relate effectively, productively, and positively with internal and external partners.
• Ethical and motivated professional with a strong attention to detail.
• Ability to set proper customer expectations and boundaries in accordance with product/company warranties and policies to ensure customer satisfaction.
• Ability to say No and navigate sensitive situations regarding the warrantability of items.
• Excellent time-management skills with the ability to maintain schedules and ensure consistent follow-through.
• Ability to work in a fast-paced, dynamic setting and to handle multiple projects at a time.

Work Conditions

• Work often takes place on a construction job site, which may include dusty and unconditioned spaces with stairs as the only access to units until building elevators are operational. May at times require use of appropriate equipment and precautions.