Customer Relations Playbook

KNOWLEDGE, SKILLS, AND ABILITIES • Ability to handle multiple projects and work in a fast-paced environment while remaining positive and under control. • Ability to effectively work with internal and external partners on all levels and develop positive and productive relationships with a culture of being “Century Proud”. • Well-developed interpersonal skills and the ability to get along with diverse personalities. • Have a “roll-up-your-sleeves” personality and be comfortable working “hands-on”. • Excellent written and verbal communication skills. • Ability to adapt to changing environments. • Attention to detail. • Very organized with systematic approach to achieving accuracy and efficiency. TIME MANAGEMENT In your position, managing your time effectively can mean the difference between a job completed on time and one that is not. When you manage your schedule well, you allow for a smooth transition from one task to another, which leads to a better-quality home and on time delivery to your internal and external partners and ultimately, your Homeowners. By managing your time effectively, you can promote a healthy work-life balance, which results in experiencing success on the jobsite and being able to enjoy important moments with family and friends. Organization of time is different for each manager. You are encouraged to develop a system for identifying and managing priorities. This preparation is critical, not only for your efficiency and stress management but also in how it affects those on your team and ultimately, your Homeowners. Take time to evaluate what needs to be accomplished and prioritize what is most important. Daily Routine Creating a daily routine that works best for you and helps you complete necessary tasks is vital to your success. Maintain your focus on daily tasks when pulled in different directions, then get back to your daily routine quickly. While creating this routine, consider your Homeowners’ schedules and needs, your Trade Partners’/Suppliers’ working schedule and your community teams’ schedule. All of these can affect your daily routine and should be taken into consideration to be most effective at accomplishing your tasks. Prepare For The Day Start every day with a plan. Review your calendar for any Buyer/Homeowner appointments you may have and prepare any documentation. List your required tasks for the day and prioritize them in sequence of importance. Understand which Trade Partners/Suppliers are scheduled to provide service so you can follow up with your Homeowners throughout the day.

CUSTOMER RELATIONS PLAYBOOK | Customer Relations Manager | 9