Customer Experience Manager

$70,000 - $90,000/Yr

The Rush Companies - Gig Harbor, WA

Full-time - Mid Level

Gig Harbor, WA

Construction of Buildings

About the position

The Customer Experience Manager at The Rush Companies is responsible for ensuring an exceptional customer experience for homeowners from the initial orientation through the warranty period. This role involves conducting orientations, processing warranty claims, and acting as a liaison between homeowners, subcontractors, and vendors. The manager will also analyze customer feedback to facilitate continuous improvement and support HOA administration to align customer expectations with operational practices.

Responsibilities

• Conduct Homeowner Orientations to educate new homeowners about their home features.
• Process and dispatch all warranty issues across all projects.
• Manage warranty schedules and tracking databases.
• Follow up with customers in a timely manner to address concerns and correct deficiencies.
• Coordinate the ordering, scheduling, delivery, and installation of warranty-related issues.
• Prepare monthly reports to align production with warranty corrections.
• Communicate clearly with buyers regarding Home Orientations and manage their expectations.
• Collaborate with Construction Managers to assist with warranty items as needed.
• Create and improve digital homeowner manuals and educational materials.
• Preview homes prior to delivery to ensure customer expectations are met.
• Conduct orientations and coordinate key turnovers for every home delivered.
• Prepare CCRs for the Community and support governing documents.
• Work with Community Managers on homeowner communications related to the HOA.

Requirements

• Bachelor's degree in construction management or equivalent related experience in a construction firm.
• 3+ years of experience in customer service and new residential construction.
• Strong knowledge of residential construction means and methods and warranty practices.
• Knowledge of the transactional interface between real estate sales, lenders, and title/escrow teams is helpful.
• Knowledge of HOA administration.
• Proficient in Microsoft Office Suite (Outlook, Excel, Adobe, etc.).
• Experience with industry business software (i.e., Hubspot, BRIX, BuildPro) preferred.
• Valid Driver's License.

Nice-to-haves

• Experience in time management.
• Strong leadership skills.
• Exceptional communication and problem-solving skills.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Annual bonus
• Referral bonus