Customer Care Manager

Clayton•Dayton, OH

46d•Onsite

About The Position

Arbor Homes is seeking a Customer Care Manager to join their dynamic team. Arbor is a growing new home builder in the Cincinnati/Dayton Area, committed to customer service, quality, and creating positive customer experiences. The company culture prioritizes quality and customers over profits. This role is ideal for someone creative and committed to helping people.

Requirements

Ability to handle stressful customer situations including conflict resolution diplomatically and effectively.
2 years residential construction experience.
Basic computer skills.
Customer oriented, outgoing, dependable & ethical.
Hands on repair skills and familiarity with residential construction practices.
Some small hand tools are required, tool list will be provided.
Problem solving abilities with excellent follow up skills.
Acceptable driving record to meet company requirements.
Must be willing to work a schedule of 8AM to 5PM M-F (subject to change based on needs or if special circumstances should arrive).

Nice To Haves

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

Responsibilities

Communicate with customers to immediately troubleshoot their issues and resolve without a site visit if possible.
Evaluate all customer complaints to quickly identify the necessary steps for resolution.
Ensure vendors promptly schedule Customer Care appointments, confirm their ahead of time, and then show up within their 2 hour window to properly complete necessary work.
Complete minor repairs when necessary and appropriate for customer convenience.
Regularly communicate with and update customers to ensure they are heard and understand the plan to resolve their concern.
Document customer concerns and resolutions to help proactively address potential issues.
Conduct all customer meetings and communication with the respect, professionalism, and care for the customer.
Recommend changes that will improve processes.
Be the customer company spokesperson for quality customer experience after closing.