Customer Care Area Manager

Location: Indianapolis

About The Role:

Arbor Homes is currently looking for a Customer Care Area Manager. From the field, this role will manage the Customer Care team with overriding emphasis placed on ingraining the notion of superior customer experience throughout the team’s mindset; to the degree that it becomes the sole conviction of the department and its members; enough so that the entire department sees each warranty issue as an opportunity to win over and impress our customers.

Why Arbor?

Are you looking for a dynamic career in a lively workplace committed to customer service? Arbor is one of the fastest growing new home builders in Indianapolis. We are looking for team members with enthusiasm and skill to help provide even better experiences and higher-quality homes for our buyers. When it comes to what sets Arbor apart among new home builders, the first answer is our culture.

Rather than chasing profits and cutting corners, our team puts quality and customers first. If you are creative and committed to helping people, you will love working with us!

What Will You Be Doing?

Oversee, from the field, the daily operations of the individual CC managers, assuring that all non-negotiable processes and guidelines, especially those involving customer communication are adhered to, to the degree that the processes are the mindset of the department and its  a resource that can coach the team, group level and individuals. Set the expectations on how the department should and must  a resource to Customer Advocate and understand NPS goals and how to get there.

Form working relations with Purchasing and Architecture to be a bridge between field and the department when research is needed or in spotting trends. Working relations with Sales and Construction will be needed as  aware of the budget and the mindset of it.

Interview potential hires with  aware of company wide safety and subdivision appearance.

When required be involved directly with Customers. Understand how to create a reset with them and win them back over. Be able to teach this skill to others.

Manage PTO and expenses of direct reports. Conduct quarterly assessments and be responsible for disciplinary action through verbal and written warning and  aware of the emergency line and help monitor the ‘morning after’ activities to assure it is working as it should.

Contribute to the weekly Area Manager meetings and monthly meetings with the CCM’s.Be the conduit between the field and the Director.

What Will You Bring?2 years residential construction experience

Experience in a residential construction customer service role preferred but not a must Strong interpersonal skills to handle customer complaints professionally and maintain client relationships

Excellent conflict resolution and de-escalation skills

Customer oriented, outgoing, dependable & ethical

Excellent leadership and interpersonal skills

Ability to direct service teams, delegate tasks, and meet department goals

Ability to collaborate with internal teams and external subcontractors

Excellent time management and organizational skills

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Strong problem-solving and analytical skills

Ability to perform root cause analysis for defects and cost recovery

Clear written and verbal communication for internal coordination and customer updates

Hands on repair skills and familiarity with residential construction practices

Some small hand tools are required

Acceptable driving record to meet company requirements of on-site visits to job sites and customer locations

Must be willing to work a schedule of 8AM to 5PM M-FThis is subject to change based on needs or if special circumstances should arrive.

Arbor Homes is committed to creating an inclusive workplace. Arbor Homes is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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-Arbor Homes
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