New Home Client Experience Manager

Specialized Recruiting is hiring for a New Home Client Experience Manager position with an established, luxury builder. Experience with the New Home Building Process from contract to close is required!

Key Accountabilities

1) Responsible for giving the customer an experience that exceeds their expectation.

2) Expedite prestart cycle time.

3) Maintain the integrity and timeliness of construction documents throughout the job.

Activities

1) Edit the Prestart Schedule and Set it with the BCP.

2) Set up and maintain Legal File for each customer who has signed a Building / Purchase Agreement.

3) Order Job Sign.

4) Arrange a Customer Transition Meeting either in person or over the phone. This meeting is the hand-off from the Sales Consultant to the Client Experience Manager.

A copy of the executed contract and the Prestart Schedule is provided to the customer and reviewed. This allows you to set expectations for the events leading up to the start of construction on their home.

5) Establish the Customer Portal (if not already done during sales process). Post the Prestart Schedule, Job Selections, Statement of Account, Customer Construction Schedule and Proposed Options to the Portal as they are available.

6) Complete and update the activities on the Prestart Schedule.

7) Prepare for, coordinate and attend Architectural Review meeting and Color Session. Ensure that the Architectural Review meeting and Color Session are professionally completed.

Incomplete communication and half solutions cause repeat meetings. Enter proposed options from the Architectural Review meeting and the Color Session.

8) Request Soft Option pricing from the Purchasing Manager. Pricing turnaround should be back to customers in 3 days.

9) Obtain signatures on customer accepted Change Orders and collect payment per policy. Change CO status to 'ACTive' prior to sending Architectural Review drawings to Design.

10) Monitor and support customer loan application through receipt of the commitment. Assure that the Loan Commitment is received prior to ordering Construction Drawings.

11) Confirm Lot Closing as stated in contract, for PRE and PK2.

12) Administrate Builders Risk insurance by submitting a Request for Certificate of Insurance for every job that we start.

13) Prepare all paperwork for permit submission and obtain the permit.

14) Attend Pre-Construction Meeting with the Construction Manager (CM).

15) Provide Construction Managers with a complete Construction Manager Start Package for each job.

16) Communicate changes to CM, subcontractors and suppliers in a timely manner throughout construction.

17) Review current activities on the Construction Schedules with the CMs weekly, update as necessary and approve purchase orders for payment.

18) Attend frame walks.

19) Send customer a letter to prepare them for what to expect during the 30 days prior to closing.

20) Prepare closing packages for customer closings.

21) Attend Construction Manager's homeowner orientation meetings prior to Closing.

22) Act as the customer's concierge, responsible for giving the customer a positive experience throughout the prestart and construction processes.

Find ways to make the experience exceed the expectations of the customer and the company. Recommend improvements to the process.