Job Description

HQ is located in Vancouver, WA.

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 well do and do what we say
Support We express empathy, nurture growth, offer help, and accept help
Efficiency We dont 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

Work Environment

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
Regularly drives to various Holt communities, and drives to HQ once a week.

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