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Customer Care Associate

Company Name:
Neal Communities of Southwest Florida, Inc.
Objectives:
Under supervision of the CFO provide outstanding customer service by assisting customers in all aspects of the home buying process from contract through close.
Responsibilities:
Sales Contracts:
1. Prior to accepting a buyer signed contract:
a. Audit for current pricing; proper wording of addendums; ensure correct attachments are connected with current information.
2. Process and distribute fully executed contracts with: Title Company; Lender; Accounting; Construction; Buyer; Co-broke if applicable.
3. Revise contracts when custom features have been signed off, and distribute change orders.
4. Update the community fees with new budgets and maintenance fees.
5. Communicate and coordinate with various internal and external departments to resolve contract issues.
6. Revise dates and reports as needed based on current information.
Customer Care:
1. Gather financial information for homeowners and lending institutions. Establish contacts to satisfy the bank loan administration. Schedule orientations and closings between builders, customer, title and lending institutions.
2. Act as the "go to" person either by telephone, electronically or face to face for all new homeowners to ensure all expectations are being met and that any problems are resolved immediately.
3. Set up closings; review HUD's, process for signature, communicate and update lenders, Title Company and customer.
4. Provide and track mailbox and homes keys and transponders to homeowners. Send and track surveys to homeowners.
5. Respond promptly to customer inquiries or disputes in a professional, friendly, and diplomatic manner.
6. Obtain and evaluate all relevant information to handle inquiries and complaints.
7. Keep records of customer interactions (if applicable).
8. Coordinate with Construction department on scheduling closing dates and times.
9. Process closing entries in ERP system to record closings.
Reports and Miscellaneous:
1. Update and maintain the following reports: Sales Summary; Traffic; Mortgage capture;
2. Coordinate outside builder lot closings with Title and Builder representatives and customers.
3. Assist with updating and maintaining sales contract documents.
4. Record, process, ant track customer deposits as necessary. The above statements are intended to describe the general nature and level of work being performed.
They are not intended to be an exhaustive list of all duties, responsibilities, and skills.
Skills / Education Requirements:
Mortgage / Title closing experience.
Knowledge of residential homebuilding progression.
Excellent written, verbal and listening skills combined with exceptional customer service.
High attention to detail.
Problem analysis and problem solving
Stress tolerance.
Adaptability.
Mutitasker.
Strong numbers background.
Proficient with Microsoft Office (Word, Excel, Outlook).
All employees will support the organization's mission and vision by exhibiting the following behaviors: o Excellence and competence o Collaboration and innovation o Respect o Commitment to our community o Accountability and ownership

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