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Customer Experience Manager (Updated 5/24/20)

De Young Properties

This is a Full-time position in Fresno, CA posted January 22, 2021.

Job Description

Job Title: Customer Experience Manager

Reports To: President

Department: Customer Experience

Division: De Young Properties

Location: Corporate Office

Pay Scale: $21 – $33 / Hour + Bonus

Prepared By/Date: Pat Gordon 1.2020


Summary: Do you love the idea of helping people through the process of purchasing their dream home, solving problems, finding solutions in sometimes difficult situations, and moving others to action? Do you have an abundance of positive energy and believe that success is a team sport? (we do) Do you want to work for a ten time Fresno Bee Peoples Choice award recipient home builder and two time best company to work for? Join our De Young team as our Customer Experience Manager. One of the goals for this position (or rewards depending on how you look at it) is delivering the unexpected and helping to move families into their new De Young dream home. Extraordinary communication skills are a must. We want people who are truly exceptional. Astound us with your resume and anything else you think we need to know about how you can strive to ever improve our customers experiences.

Key Performance Indicators include the following. Other duties may be assigned.

  • De Young Company Core Values
    • Accountability – Takes full ownership of assigned duties and projects.
    • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
    • Integrity – Keeps your word, do what you say you will do.
    • Positive energy – Arrives fully prepared to work each day, seeks to improve and maintain high morale in self and co-workers.
    • Personal Development – Takes ownership of personal development in job and self. Takes initiative to read business-related journals and topics, looks for education and training opportunities, and suggests them to their supervisor. Discusses future career step with supervisor and path forward to achieve it.
    • Safety – Safety begins with me – takes initiative in maintaining a safe environment for self and others.
  • Driving continuous improvement in our customer experiences in order to exceed their expectations
    • Lead the monthly customer experience same page meetings directed towards discovering customer experience improvements and driving those to completion.
    • Process improvements that result in better customer experiences.
    • Failure analysis of items that failed along the customer journey.
  • Expertly facilitate the unexpected and provides exceptional customer experiences, assistance, and education:
    • Meet and exceed customer survey score goals (Would recommend builder, happy vs. unhappy, and overall scores).
    • Work across all departments to deliver on this goal.
    • Stay calm in all situations and exude positive energy.
    • Maintain Model Homes and Corporate Office.
    • Execute, improve, and oversee SmartJourney program and communication logs.
    • Run service reports specified by Management Team at the specified time period for review and update the Management Team on issues, progress, challenges, and successes.
    • Interview, hire, coach, manage, and/or terminate Customer Experience team member(s).
    • Create and execute an onboarding/training program.
    • Coach up and analyze Customer Experience team member(s) weekly, quarterly, and annually. The goal with these meetings is to help them improve, rather than to reprimand them. It is this positions duty to coach team members to reach their full potential.
    • Study neighborhoods, communities, products, personal selections, processes, and related topics from the customer’s perspective and coordinate improvement within the company to better our customer’s experience.
  • Prepare and ensure homes are ready for buyer site visits and orientation/home delivery:
    • Complete meticulous quality walks.
    • Proactively research solutions to prevent items that are consistently identified during buyer orientation.
    • Maintain low orientation item count.
    • Prepare Homeowner Guides and paperwork for home delivery.
    • Conduct Pre-Drywall Tours, Buyer Orientations, 30-60 Day After COE Home Inspections, and 11 Month Inspections that educate, assist, and pleasantly surprise customers.
    • Substitute and assist the construction department when necessary.
    • Responsible for increasing and coordinating customer referrals.
  • Ensure Trade completion accountability:
    • Maintain, troubleshoot, and update/upgrade warranty software systems.
    • Process and manage newly released homes into our software system and the work order process.
    • Update the check hold list and notify affected trades.
    • Hold trades accountable to open work orders.
    • Determines staff hours, the number of personnel, and parts and equipment required for a service call.
    • Prepares schedules for service personnel, assigns personnel to routes, or to specific repair and maintenance work.
    • Arranges for transportation of machines and equipment to customer’s location for installation or from a customer’s location to shop for repairs that cannot be performed on-premises.
    • Keeps records of work hours and parts utilized, and work performed for each service call.
    • Requisitions replacement parts and supplies.
    • Contacts service personnel over radio or telephone to obtain or give information and directions regarding service or installation activities.
  • Research and problem solve difficult customer matters in conjunction with other De Young Departments and provide stellar, speedy, timely, and abundant communication with customers who have open work orders or are in the process of building their home (Smart Journey) and trade partners.
    • Review customer requests for service to ascertain the cause for a service request, type of malfunction, and customer address.
    • Be present when 3 or more trades are in a home or during emergency repair situations.
    • Monitor any potential construction defect litigation in our area, specifically that which could affect our company directly (e.g. take note when homeowners start saying they have received letters from attorneys). Manage efforts to canvass/talk to neighborhoods who received mailers from lawyers and process work orders arising from these walks. Research any pertinent information necessary to defend against litigation.
  • Develop Plan and Execute a Team Retention Plan
    • Responsible for the ongoing growth and development of Team Members to maximize their potential
    • Responsible for creating and implementing training programs for all levels of personnel
    • Responsible for creating and implementing a plan to manage and reduce turnover
    • Interface with operational team members and HR on employee issues and assist in resolving all employee concerns as needed
    • Responsible for the safety programs for all field employee

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor’s degree (B. A.) from four-year college or university; and one to two years related experience and/or training; or equivalent combination of education and experience. Residential construction experience preferred.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Inventory software; Design software; Order processing systems; Project Management software and Database software.

Certificates and Licenses:

Valid California Drivers License

Supervisory Responsibilities:

Directly supervises one employee in the Customer Experience Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles; toxic or caustic chemicals and outdoor weather conditions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 25 pounds.Specific vision abilities required by this job include Close vision and Distance vision.While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.