Customer Care Manager

About The Role:

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

Why Arbor?

Are you looking for a dynamic career in a lively workplace committed to customer service? We look 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's In It for You?

• Base salary + bonus opportunities
• Paid Mileage
• Advancement opportunities
• 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.

What Will You Be Doing?

• This job is a 80/20 split between field work and administration task
• Respond to homeowner service calls as assigned by the Customer Care Coordinator and/or Area Manager
• Contact homeowner within 24 hours and inspect calls within 72 hours after receiving service request (this will require driving of personal vehicle to and from properties)
• Evaluates homeowner request to determine whether repair is warrantable or the responsibility of homeowner according to the warranty handbook
• Monitors trade partners work for completion and satisfaction of repairs
• Open and close Web Requests, Service Requests and Work orders, as needed
• Completes minor home repairs; obtains customer's approval/signature for completed service requests
• Monitors status reports for accuracy
• Expedite emergency repairs
• Assists in maintaining community standards
• Participates in rotation of After Hour on Call
• If required, maintain customer care work authorizations and back charges
• Get supervisor approval on all customer care work authorizations and invoices
• Assist other Customer Care Members with scheduling of trade partners and homeowner appointments, when necessary
• Support customer care and/or Production team as needed to achieve department goals (This will include, but not limited to minor punchout items to get homes ready for closing)
• Perform Quality Control Inspections on completed homes and document inspections to Site Builders (This consist of using a premade checklist to inspect the quality of the home)
• Present warranty information and guidelines during New Homeowner Orientations
• Perform all other duties as assigned
• Training and onboarding in our home office located in Indianapolis, Indiana (few days), with potential for developmental training a couple times a year
• Traveling required up to 90 minutes one way for job request

What Will You Bring?

• Minimum High School or GED required
• Minimum of 2 years related business experience or preferred 2-3 years customer service experience preferably in handling home service repair items for Residential Homebuilder
• 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 PC skills (Microsoft Word and Excel)
• A set of basic hand and power tools to perform minor repairs as needed
• 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
• Ability to accept direction from others

This is subject to change based on needs or if special circumstances should arrive.

Arbor Homes is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Arbor Homes participates in E-Verify

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