Customer Success Coordinator

Job Summary

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.

Company Values

• Honesty We say what we’ll do and do what we say
• Support We express empathy, nurture growth, offer help, and accept help
• Efficiency We don’t cut corners, but cut waste and find the best way
• Responsiveness We recognize possibilities and respond to change, learn from mistakes, and communicate promptly
• Improvement We innovate endlessly

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.
• Other duties as needed or assigned

Work Environment

• How the position may physically affect the candidate
• Regularly uses a computer with repeated movements to enter data, differentiate between colors, shades, and brightness, and read from a computer screen for extended periods of time
• Continuously will sit, stand, walk, stoop, and talk
• Regularly drives from Holt community to Holt community

Medical Benefits

• Employer paid health, dental, and vision insurance per full-time employee
• Employer paid Life Insurance, long term disability insurance, and Accidental Death and Dismemberment Insurance per full-time employee
• Company provided Health Reimbursement Arrangement
• 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
• 13 paid holidays yearly
• Company laptop
• Company iPad
• $70 monthly cell phone reimbursement or company phone line
• Well-retire 401(k) Financial Advisor
• Employer contributes 4.5% into each employee’s 401(k) after 2 years of employment
• Reimbursements for mileage, parking and public transportation
• Visa credit card for fuel
• Education Assistance Program
• Home Purchase Program
• Employee Referral Program
• 1 hour of paid sick leave per 30 hours worked
• Vacation is accrued per pay period based on years of service for full-time employees

• In your first year, you are frontloaded 40 hours. You then accrue 1.53 hours for the remainder of the year, which accumulates to a total of 10 days
• On your first year anniversary, you start accruing 3.07 hours, which accumulates to 10 days
• On your 3rd anniversary, you start accruing 4.61 hours, which accumulates to 15 days
• On your 10nth anniversary, you start accruing 6.15 hours, which accumulates to 20 days