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Richmond American Homes · 4 hours ago

Customer Success Coordinator

Portland, OR

Full-time

Hybrid

Entry Level

2+ years exp

Richmond American Homes is a proud builder under Sekisui House, a global leader in homebuilding. The Customer Success Coordinator serves as a point of contact for homebuyers throughout the construction and completion of their new home, ensuring communication and project tracking are maintained effectively.

Manufacturing

Responsibilities

Act as the secondary 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 active builds for homes under contract to buyers

Maintain weekly onsite presence across assigned committees, including providing neighborhood condition reports

Facilitate and review pre-closure survey feedback, post close check-ins, and one year follow-ups

Provide real time triage and ticket responses 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 Homes

Qualification

Customer service experienceReal estate experienceMicrosoft Suite proficiencyCRM database experienceSmartsheet experienceFollow-up skillsCommunication skillsWork independentlyAdaptability to fast-paced environment

Required

Completion of high school education

Minimum of 2 years of customer service experience

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)

Demonstrated customer-focus and solution-orientation, talent for engaging and building trust quickly with all personality types

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

Preferred

Real estate and/or new home construction experience

Experience with programs Smartsheet and Sales Simplicity

Customer Relationship Management (CRM) database experience (i.e. Hubspot, Salesforce)

Potential remote work after mandatory in-office training, decided by manager

Benefits

Competitive Compensation: We provide a competitive compensation structure that rewards performance and results.

Health & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Financial Future: Access a 401(k) retirement savings plan.

Time Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave).

Insurance & Protection: Company-provided life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage are included. An employee assistance program (EAP) is also available.

Exclusive Perks & Discounts

Homeownership & Financing: Take advantage of exclusive home purchase and financing discounts.

Pet Insurance: Enjoy discounted group pet insurance rates.