Customer Care Manager

Arbor Homes, a Berkshire Hathaway Company, is seeking a Warranty Coordinator to join our Warranty Team located in Columbus, OH. This position will report directly to our 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. When it comes to what sets Arbor apart from new home builders in Indianapolis, 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

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.

What will you be doing?

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

Evaluates homeowner request to determine whether repair is warrantable or the responsibility of homeowner

Monitors business 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

Expedites emergency repairs

Assists in maintaining community standards

Participates 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 Representative

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

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 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 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

This 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.

Arbor Homes participates in E-Verify