Hybrid Customer Success Specialist bei Affordable Homes of South Texas, Inc.

Job Title
Customer Success Specialist

JOB DESCRIPTION

Summary 
The primary responsibility of the Customer Success Specialist is to convert program-eligible customers into mortgage loan applicants. This role involves working with customers to select the location and floor plan and signing the sales contract. The Customer Success Specialist will identify if assistance is required and coordinate with relevant staff to assign it. Additionally, they will manage the customer relationship from the initial dispatch to sales until the home closes and funds. The Customer Success Specialist is expected to provide excellent customer service, be an expert on the company's products and communities, and uphold the core values of Affordable Homes of South Texas, Inc.

Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Convert tours to sales at an ideal ratio.
• Effectively manage the customers’ timeline beginning with the initial sales meeting and ending with post-closing.
• Provide proper information to prospective customers, answer questions, and overcome objectives.
• Set proper expectations regarding construction timeline, our home building process, change orders, and all items regarding the home building process.
• Have a broad understanding of the sales agreement and be able to detail the home purchase and building process to the customer.
• Collaborate with HCH realtors and non-AHSTI qualified prospective buyers to achieve their homeownership goal.
• Effectively use Salesforce to input data gathered, notes, and manage customers through the home building and purchase process.
• Have a broad understanding of every home in our community including structural options, flex options, design options, and elevations.
• Understand and detail our Included Features for each home and neighborhood.
• Give an effective and informative tour that is exciting and engaging.
• Detail and demonstrate the energy efficiency and technology benefits of an AHSTI Home.
• Have a broad understanding of design center options.
• Effectively communicate with our Marketing teams regarding items relevant to the customer relationship.
• Track metrics relating to your sales performance versus weekly, monthly, quarterly, and annual goals.
• Track your performance weekly versus your goals, peers, and historical data.
• Understand and report on these metrics to the Vice President/Director of Homebuyer Development and the Executive Vice President/Chief Operating Officer.
• Conduct weekly audits of the model home(s) and ensure everything is acceptable to AHSTI standards and report any concerns to the Construction department.
• Manage the cleanliness and appearance of the model home(s) and design center.
• Conduct weekly audits of the community to ensure signage, streets, landscaping, and amenities are maintained and report any concerns to the Construction department.
• Manage model home supplies: i.e. marketing material, promotional items, cookie inventory and beverages for customers, and signage.
• Seeks and responds well to feedback, which is shared often and freely across all levels of the organization.
• Works through silos and forges strong cross-departmental relationships to achieve outcomes.

Supervisory Responsibilities

Required Qualifications

• High school diploma, GED, or equivalent from an accredited institution.
• 2 or more years of experience in sales.
• Bilingual in English and Spanish, with strong written and verbal communication.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Valid, current, and non-restricted Texas driver’s license.  

Preferred Qualifications

• Associate degree in Business Administration, Communication, or a related field.
• Experience in Salesforce or related customer relationship management software.

Conditions of Employment

A real estate license is not needed for this position. Candidates with a current real estate license would need to deactivate their license while employed in this position. If candidates do not have a real estate license but would like to start their course work to obtain one, that is allowed with the understanding that once obtained, they will have the option to join our real estate team as an independent contractor or resign from the position.    

Work Hours
This position follows a 40-hour workweek with some flexibility, but employees must be available during the organization’s core hours of Monday–Friday, 8:00 AM–5:00 PM. The schedule includes a rotating shift with extended hours on Tuesdays and Thursdays, 8:00 AM–6:00 PM. During Open House Weeks, the schedule shifts to start at 1:00 PM on Monday and includes Saturday from 10:00 AM–2:00 PM.

Work Environment

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands outlined here represent the requirements necessary for an employee to perform the essential functions of this job successfully. While carrying out job duties, the employee must regularly communicate verbally and listen. Additionally, the employee is frequently required to stand, walk, use their hands for tasks such as handling or manipulating objects, and reach with their hands and arms.

Travel
Occasional travel outside of area related to training may be required of this position. 

Work Authorization
None.

AAP/EEO Statement
Affordable Homes of South Texas, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.