Company Description
Holt Homes, a leading home builder, has been constructing new homes for families in Oregon and Southwest Washington for over four decades. With a focus on quality, customer experience, and community livability, Holt Homes has become the largest locally-grown home builder in the region.
Headquarters are located in Vancouver, Washington. This position will be working with Holt's communities located in Eugene, Corvallis, and Junction City.
Role Description
The Customer Success Coordinator is the primary point of contact for homebuyers 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.
Qualifications
- 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
Skills
- 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
Responsibilities
- Act as the primary contact for homebuyers 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 in-progress homes
- Field phone calls and emails from homebuyers 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 homebuyers 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 ambassador for all things Holt-related
- Join community team meetings, make weekly visits to your sites and provide neighborhood condition reports
Medical Benefits
- Health, dental, and vision insurance per full-time employee
- Rightway application
- Employer paid Life Insurance, long term disability insurance, and Accidental Death and Dismemberment Insurance per full-time employee
- Medical and Dependent Care Flexible Spending Accounts
- Family Medical Leave
- Employee Assistance Program
- Monthly Wellness Reimbursement
Financial Benefits
- Annual bonus of up to 10% of salary, upon Manager's discretion
- 14 paid holidays yearly
- Company laptop
- $70 monthly cell phone reimbursement
- Well-retire 401(k) Financial Advisor
- Employer contributes 4.5% into each employee's 401(k)
- Reimbursements for mileage, parking and public transportation
- Education Assistance Program
- Home Purchase Program
- Employee Referral Program
- 1 hour of paid sick leave per 30 hours worked
- 10 days of accumulated vacation in first year