Director of Customer Care

Warranty Greenwood Village, Colorado


Description

Position at Century Communities

About Century Communities 

As a top 10 U.S. homebuilder—and the fastest-growing public builder for three years in a row—we know what it takes to be a market gamechanger, and that includes providing you with all the resources, opportunities, and benefits to build a thriving and rewarding career. 

Benefits We Offer 

Team members enjoy an excellent benefits package that includes medical, dental, vision, 401(k) with employer match, paid time off, and sick leave, plus home and mortgage discounts. We also offer competitive salaries with the potential for discretionary bonuses and/or commission structure (depending on the position). 

We Hire The Best 

Our mission of building, financing, and insuring A Home For Every Dream™ is only possible with the best talent in the industry. If that’s you—if you’re a self-starter, changemaker, and thoughtful collaborator ready to take their career to the next level—then apply today! 

What You’ll Do: 

The Director of Customer Care is responsible for managing all aspects of customer support, service, and warranty satisfaction. The Director develops Century Communities' Customer Care strategy and manages the overall performance of the Customer Care team to achieve the highest levels of customer satisfaction. This individual will liaise with other leadership team members, including implementing the organization's corporate strategy. 

Your Key Responsibilities Include: 

  • Develops and implements Customer Care policies. Manages the Customer Care team, ensuring that all customer care concerns are handled in a timely and professional fashion in accordance with company policies. 
  • Able to think critically, manage, and prioritize a demanding workload to ensure customer satisfaction. 
  • Partners with the management team to align customer service department policies and systems with Century objectives. 
  • Oversees homeowner issues and ensures effective and long-term problem resolution 
  • Develops and implements procedures pertinent to the effective and efficient operation of the Customer Care team. 
  • Maintains in-depth working knowledge of Century Communities warranty systems and processes. 
  • Sets performance standards to meet the warranty and service goals of Century. 
  • Coaches the Customer Care team to achieve high performance. 
  • Provides feedback to the leadership team regarding service failures or customer concerns. 
  • Perform other duties as needed or assigned. 

What You Have: 

  • 4 to 8 years of combined experience as a hands-on Construction Manager/Superintendent along with excellent Customer Care / Customer Service - Warranty management experience required in the New home building industry. 
  • Excellent leadership skills with the ability to motivate and manage a team in a fast-paced homebuilding environment. 
  • Ability to maintain a strategic customer focus with a clear understanding of homebuilding warranty issues impacting the division. 
  • Excellent verbal and written communication skills. 
  • Ability to adapt and succeed in a fast-paced, consistently changing environment. 

Your Education and Experience: 

  • A Bachelor’s Degree is highly preferred, or a combination of New Construction and Warranty experience required instead of a degree. 
  • Previous New Homebuilding Construction Management and Customer service experience required 
  • Valid driver's license.  
Century Communities intends to offer the selected candidate an annual base salary in the range of $115k to $125k plus annual bonus potential. Actual offers will be based on a variety of factors including experience.

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