Customer Relations Playbook

YOUR PRIMARY RESPONSIBILITIES As a Customer Relations Manager, your main responsibility is to manage activities that influence The Homeowner Experience. This includes, but is not limited to, the following: • Present yourself in a professional manner, both in action and appearance. • Manage completion of all repairs by Trade Partners/Suppliers or assigned personnel. • Resolve all Homeowner issues with appropriate team members and Trade Partners/Suppliers. • Use BuildPro Warranty for addressing Homeowners’ service tickets by generating work orders to the Trades out of the system. Use BuildPro for issuing EPOs. • Establish and maintain positive internal and external Homeowner relationships. • Address warranty issues through the statute of repose for your market. • Remain in compliance with Century’s policies and procedures. • As it applies, make contact with Buyers at the New Buyer Orientation (NBO) and/or the Pre Drywall Orientation (PDO). If an NBO or PDO is not feasible, we will discuss effective practices for “connecting” with your Buyers who purchase spec homes later in this Playbook. • Conduct the Quality Assurance Walk approximately one week prior to the Pre-Closing Orientation (PCO). Ensure QA items are complete prior to the PCO walk. This is completed in divisions with sufficient CR staffing. Otherwise, it will be completed by the Construction Manager. • Ensure the Homeowner is educated on all products and warranties. • Ensure the Homeowner is fully aware of the policies and procedures in requesting Homeowner service and emergency service. • Facilitate execution and completion of all Homeowner issues in a timely manner. • Participate in root-cause analysis of issues and send recommendations to your manager. • Be familiar with each of your Trades’ Scopes of Work. Knowing what is in our Trades’ scope will help reduce EPO spend. Remember, our Trades build our homes, not Century. • Determine Trade Partner/Supplier accountability for backcharges. • Authorize payment for work performed within approval limits. Note: we should not be paying Trades

for what they are contracted for nor what is in the Scope of Work. • Follow applicable legal protocol and process necessary workflow. • Provide leadership with regular updates on escalated issues. • Perform other duties as assigned.

8 | Customer Relations Manager | CUSTOMER RELATIONS PLAYBOOK