Customer Experience Supervisor

Customer Experience Supervisor

Full-Time | $55,000–$75,000 per year

Join De Young Properties as a Customer Experience Supervisor and deliver unforgettable moments to our homebuyers—from contract to key handoff and beyond! You'll lead a passionate team, drive process improvements, and ensure every homeowner has a five-star experience.

De Young Properties, a family-owned company with over 50 years of experience, is a local homebuilder located in Fresno, CA.

Why You’ll Love This Job:

• Make a meaningful difference in people’s lives during one of their biggest milestones—buying a home.

• Supervise a team dedicated to delighting our customers.

• Lead innovations to improve our service, touchpoints, and homeowner satisfaction.

• Collaborate cross-functionally with departments across the company.

• Represent a family-owned, award-winning builder with over 50 years of excellence.

What You’ll Do:

• Lead the Customer Experience team with professionalism, accountability, and a drive for excellence.

• Guide homeowners through key milestones: pre-construction meetings, orientations, key delivery, 30-day follow-ups, and 11-month appointments.

• Resolve warranty concerns, troubleshoot home issues, and ensure timely follow-up on service requests.

• Coordinate and track trade performance to ensure work is completed to high standards and within deadlines.

• Liaise with trade partners to troubleshoot work order and complex warranty issues.

• Proactively identify areas for improvement across the customer journey and lead process enhancements.

• Analyze customer survey results, perform failure analysis, and implement corrective action to improve satisfaction scores.

• Host monthly customer experience meetings and quarterly review sessions to promote continuous improvement.

• Monitor potential construction defect activity and perform proactive outreach when needed.

• Prepare homes for buyer walkthroughs with a meticulous eye for detail and quality.

• Mentor and coach team members through regular check-ins, performance reviews, and one-on-one meetings.

• Resolve complex customer matters with proactive communication.

• Collaborate with construction, sales, and warranty departments to deliver a smooth and cohesive experience.

• This role involves driving continuous improvement initiatives, resolving customer concerns, supervising the Customer Experience team, and collaborating with cross-functional departments to enhance the overall customer experience.

Skills You’ll Need to Succeed:

• Customer-first mindset: You care deeply about people and go the extra mile to ensure satisfaction.

• Strong communicator: You're confident and clear when working with customers, vendors, and team members.

• Natural problem-solver: You remain calm under pressure and can creatively resolve complex issues.

• Process-driven: You thrive on improving systems, identifying inefficiencies, and enhancing customer experience.

• Leadership: You know how to mentor, coach, and inspire a team to achieve goals and grow professionally.

• Detail-oriented: You can juggle multiple priorities while keeping timelines and quality on track.

• Tech-savvy: Proficient with Microsoft Office, project management tools, and CRM/warranty systems.

What We’re Looking For:

• 3+ years of customer service or warranty experience in homebuilding.

• Strong leadership, problem-solving, and communication skills.

• Highly organized and motivated to improve customer satisfaction.

• Bachelor’s degree preferred.

• Valid California Driver’s License required.

Perks of Joining De Young Properties:

• Competitive salary: $55,000–$75,000/year, depending on experience.

• Full benefits package.

• Be part of a family-oriented company culture that’s been voted Best Company to Work For—three times!

• Be a pivotal role in ensuring that our customers' expectations are not only met but exceeded throughout their home buying and ownership journey.

Apply today! If this sounds like the perfect opportunity for you, we’d love to hear from you! Submit your resume and a brief cover letter highlighting your experience and what excites you about joining De Young Properties.

De Young Properties is an equal opportunity employer.