Client Services Quality Manager

The Role:

The Client Services Quality Manager (CSQM) is responsible for ensuring the homes delivered to our clients are built to True Homes Model Quality Standards. This individual will act as a mentor, trainer, and in a managing support role for the Client Services Advocate. The CSQM will collaborate with the Client Services Team and Field Operations to give each client a uniquely exceptional experience. The CSQM will represent True Homes with the highest level of integrity, character, professionalism, and ethics when dealing with clients. The CSQM implements the Leadership Charter - establishes team congruency with the True Difference Culture; demonstrates leadership consistent with the True North Leadership (TNL) Platform; matures their Functional Platform. Demonstrates high levels of team function and ability to execute.

Responsibilities:

• Establishes team congruency with the True Difference Culture

• Demonstrates leadership consistent with the TNL Platform

  • True Approach: Interactions with Associates, Trades, and Strategic Relationships that consistently reflect the values of the company

  • True Actions: Daily focus reflects franchise philosophy and synergistic structure including stewardship of resources, congruent leadership, operational excellence, and results-focused execution

  • True Acumen: Creates enterprise value through client focus, people development, stakeholder relationships, operational discipline, and financial performance

• Demonstrates high levels of team function with other Leaders

• Performs independent home inspections using the True Homes Quality Inspection Report to score the quality of homes prior to closing

• Communicates with the Field Operations Coordinator daily to schedule inspections

• Establishes a plan with the Market Partner and Personal Builders to repair issues if homes do not meet the Model Home Quality Standard

• Maintains proactive daily communication with Market Partners, Personal Builders, and Client Services Advocates

• Manages the Client Service Advocates in the assigned market to ensure client requests are being completed timely, appropriately, and permanently

• Works as mentor and resource for Client Service Coordinator as needed

• Adapts to a fluid schedule depending on the status of homes

• Acts as advocate for the client to ensure timely, move-in ready home

• Develops and maintains personal organization systems

• Performs other duties as needed or required

Results/Accountability:

• Ensures team congruency with True Difference

• Ensures leadership congruency with Culture, People, and Platform (CPP) and TNL Platform

• Completes assigned market’s True Quality Inspections (TQIs)

• Ensures schedule conformance

• Receives Client Satisfaction ratings that meets or exceed company standards

• Meets objectives on each home inspected

• Achieves annual Field Performance

Qualifications:

• Bachelor’s degree in Construction Management or equivalent work experience required

• Minimum of five years of residential or construction experience required

• Must be able to work in fast paced environment with minimal supervision

• Valid driver’s license, current automobile insurance, and reliable personal transportation required for daily travel in in the greater Charlotte area

General Requirements:

• Excellent attention to detail

• Ability to multi-task

• Must be able to work independently

• Strong communication skills, written, and verbal skills

• Strong organizational skills

• Ability to work in a fast-paced environment

• Regularly drive between jobs during the workday

• Comply with all company policies and procedures

• Demonstrate the qualities and character traits as defined in the True Difference

Physical Requirements:

• Ability to traverse homes, residential communities, and ungraded lots

• Ability to ascend/descend stairs and ladders

• Ability to move one’s self in confined spaces

• Ability to lift up to 25 pounds without assistance