Job Description

Job Description

Overview

Summary of Position Requirements

This position will be responsible for providing high-level administrative support to the Division President and act as Office Manager for the division, by assisting division management with day to day office functions. This will also be responsible for answering all customer care telephone calls and inquiries. Process and administer all customer care and quality assurance related paperwork and information. Maintain customer care records and support department activities.

Responsibilities

Primary Duties and Responsibilities

OFFICE MANAGER

* Manage all aspects of the day to day functions of the Division office
* Perform clerical duties on a daily basis such as answering phones, filing and typing documents
* Responsible for upkeep of reception area and office presentation (including storage, kitchen and conference rooms)
* Conduct New Hire Orientation and act as HR Liaison
* Effectively communicate with others and solve problems on a daily basis
* Facilitate mail, Fed Ex and UPS process
* Arrange for purchase, service and maintenance of all office equipment
* Develop processes and efficiencies for routine office management, supply ordering, etc.
* Order and ensure supplies are in stock at all times for Division office and all communities
* Weekly coding of invoices including but not limited to phone service, office equipment, supplies, offsite storage and janitorial services
* Assign, collect and track all building access codes
* Assist Regional HR in onboarding and set up of new associates
* Track all time off requests and maintain monthly schedule of same
* Order, record, assign and maintain all field personnel equipment such as telephones, computers, ipads, etc.
* Order and assign field personnel uniform shirts/clothing
* Maintain and update all community price and inventory sheets
* Confirm, track and update active real estate licenses and MLS membership for all New Home Consultants
* Act as liaison for associates as it relates to computer/telephone repairs and IT concerns
* Oversee and coordinate office renovations, relocations, etc.
* Ability to operate and trouble shoot standard office equipment
* Serve as the main contact for the Management Company (pest control, elevator problems, room temps, ceiling lights out, etc)
* Address shared space concerns (cleaning refrigerator, kitchen clean up, etc)
* Handle company phone system name to extension updates, greeting updates
* Responsible for maintenance of offsite storage files, including periodical audits and reduction of same
* Special projects as needed such as assisting the marketing department with weekend community events, preparation of realtor deliveries, etc.

Customer Care

* Receive and Return all Customer phone calls within 24 hours
* Communicate phone call messages to appropriate Field Representative
* Make sure customer received a call back from appropriate representative within a communicated time frame
* Enter all inspection report information in the Siebel program as identified service orders
* Send 90 Day and 330 Day histories to homeowners with cover letter
* Send service orders via fax or email to all contractors with noted date for work and/or delinquent date
* File all documentation in warranty file and keep with other department file in a central folder
* Enter all completed service orders
* Process UW Requests when work complete and invoices are submitted
* Make a service order entry identifying information in letters sent to customers on history
* Water intrusion list is to be logged daily and followed through
* Weekly report of open service orders is to be generated and sent to the Field Representatives

Qualifications

Education and Experience Requirements

* High School Diploma or GED required
* Minimum of two years office management experience in a professional atmosphere
* Prior supervisor experience
* Highly PC proficient, including Microsoft Office, Word, Excel, PowerPoint, and Lotus Notes
* Must be diplomatic, thorough, customer-service minded, detailed and professional
* Ability to interact professionally with all levels of management, division associates, Corporate associates, customers, outside entities, etc
* Impeccable communication skills & phone etiquette
* Must be able to handle multiple tasks while working under pressure to meet simultaneous deadlines
* Working knowledge of standard office equipment such as copiers, printers, fax machines, etc.

CB