Customer Care Area Manager

Clayton•Indianapolis, IN

8d•Onsite

About The Position

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. 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!

Requirements

2 years residential construction experience
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-F

Nice To Haves

Experience in a residential construction customer service role preferred but not a must

Responsibilities

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 members.
Be a resource that can coach the team, group level and individuals. Set the expectations on how the department should and must operate.
Be 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 well.
Be aware of the budget and the mindset of it.
Interview potential hires with Director.
Be aware of companywide 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 PIPs.
Be 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.