Customer Care Manager

About The Role

Arbor Homes, a Berkshire Hathaway Company, is seeking a Warranty Coordinator to join our Warranty Team located in Columbus, OH. This position reports directly to the Division President. We are seeking customer service professionals who can collaborate with and assist our Customer Care Coordinator and/or Area Manager.

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 a team member with enthusiasm and skill to help provide even better experiences and higher-quality homes for our buyers. Our culture focuses on quality and customers first, rather than chasing profits and cutting corners.

If you are creative and committed to helping people, you will love working with us!

• Base salary + bonus opportunities
• Advancement opportunities
• Exposure to executive leadership
• Opportunity to work with the largest new home builders in Indianapolis.
• Team outings and company-sponsored volunteer events
• 4 weeks of Paid Time Off!
• Access to health and life insurance, 401(k), paid parental leave, company discounts, etc.

• This job is a 80/20 split between field work and office administration tasks.
• Respond to homeowner service calls as assigned by the Customer Care Coordinator and/or Area Construction Manager.
• Contact homeowner within 24 hours and inspect calls within 72 hours after receiving service request.
• Evaluate homeowner request to determine whether repair is warrantable or the responsibility of homeowner.
• Monitor business partners’ work for completion and satisfaction of repairs.
• Open and close Web Requests, Service Requests, and Work orders, as needed.
• Complete minor home repairs; obtain customer’s approval/signature for completed service requests.
• Monitor status reports for accuracy.
• Expedite emergency repairs.
• Assist in maintaining community standards.
• Participate in rotation of After Hour on Call.
• Receive and process homeowner inquiries in a timely manner per established policies.
• If required, maintain customer care work authorizations and back charges.
• Get supervisor approval on all customer care work authorizations and invoices.
• Obtain and distribute trade partner list for each community for use by Customer Care Representatives.
• Collect up-to-date service ticket status information, input to computer and distribute weekly/monthly service reports as directed.
• Develop and/or maintain a filing system for special projects and individual homesites that permits quick access to all previous correspondence and related data.
• Maintain inventory of customer care forms.
• Order office supplies for the Customer Care Department and Customer Care Representatives.
• Assist Customer Care Representatives with scheduling of trade partners and homeowner appointments, when necessary.
• Update and distribute after hours on call personnel/assignments.
• Support customer care and/or construction staff as needed.
• Perform all other duties as assigned.

• Minimum High School or GED required.
• Minimum of 2 years related business experience or preferred 2-3 years customer service experience in handling home service repair items for Residential Home builder.
• Must possess good organizational and time-management skills, communicate effectively, and understand technical aspects of residential construction.
• Able to analyze problems, determine solutions, and produce desired outcome, both independently and within team atmosphere.
• Intermediate to advanced PC skills (Microsoft Word and Excel).
• Excellent verbal and written communication skills.
• Must possess professional attitude to represent company in a positive manner.
• Valid Driver’s License and good driving record.
• Able to accept direction from others.

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. Arbor Homes participates in E-Verify.