Customer Relations Manager

Position Overview:

The Customer Relations Manager (CRM) provides service to our customers by building and maintaining customer relationships. This includes performing all HearthStone Home’s processes created specifically for facilitating these relationships to promote customer understanding and satisfaction with the home buying process through meet and greet, registration, HearthStone Way appointment, purchase agreement, new home orientation (NHO) and closing.  This position must be able to sell homes in accordance with HearthStone Homes’ business plan.Responsible for the efficient and effective performance of activities required to generate prospective buyers on an ongoing basis. Also responsible for effective interaction, continuous communication, and response to buyers throughout the sales process until closing.  The CRM position is additionally responsible to adhere to and enforce all processes, procedures and policies related to the HearthStone Homes buying/selling process.  The CRM will be accountable for the inspection and maintenance of merchandising materials, maintaining the exterior and interior appearance of the models and other minimal duties related to providing an appropriate working environment within the sales models and information centers according to HearthStone Home standards.

Required Qualifications:

The required level of formal education consists of four years of college, although relevant experience/training may suffice.  A Nebraska real estate license is required prior to employment.Initiate and maintain a self-improvement program providing for both personal and professional development.  

Knowledge, Skills and Abilities:

  ·       The position requires excellent organizational skills with the ability to prioritize effectively and to follow through on many     

       simultaneous activities.

  ·       The position requires superior oral and written communication skills in working with customers and with internal    

       associates. The individual should possess a healthy level of self-confidence.  

  ·       The CRM must be able to fill in at meetings (as requested) when the Lead Customer Relations Manager is unable

       to attend.  

Buyer Relations:

  ·       Responsible for on-going, proactive contact with buyers on a scheduled and regular basis throughout the entire buying      

       process until closing according to TCRM processes.

  ·       Responsible to inspect all homes under construction per the customer relationship management policy and procedures.

  ·       CRM will attend New Home Orientation’s per company policy.

  ·       Each CRM will be an expert regarding their community, establish and share their unique selling proposition (USP) including,

       but not limited to: schools, churches, shopping, etc.

  ·       CRM understands that prior to closing; he or she is completely responsible for all communication between HearthStone and

       our customer.

Process Administration and Support:

  ·       Responsible for all paperwork provided to the Customer Operations Department (COD) (i.e. purchase agreement, checks,

       addendums, etc.) and all documents required on each home site by specified deadlines.

  ·       Responsible to be familiar with HearthStone Home’s preferred loan officers and loan programs.

  ·       Responsible for monitoring the loan process of non-preferred lenders, as well as preferred lenders, up to the day of closing.

  ·       Responsible for knowing HearthStone Homes policy and procedures and adhering to those policies and procedures.

  ·       Responsible for ordering and maintaining inventories of supplies and marketing materials for the information center,

       according to the ordering processes established.

  ·       Responsible to comply with all Nebraska Real Estate Commission and Omaha Area Board of Realtors rules and

       regulations.

  ·       Responsible to comply with the dress code policy established by HearthStone Homes.

  ·       Responsible to attend all required company meetings and functions

 

Information Center Maintenance and Upkeep:

  ·       The CRM in each area will be responsible for opening and closing the information center and models on their scheduled

       days per the policy and procedures.

  ·       The CRM will also be responsible for overseeing maintenance of the models, information center and the model grounds as

       stated in the policy and procedures for Model Maintenance.