Customer Care Area Manager

Arbor Homes; Indianapolis (IN); On-site; USD 70,000 - 90,000; Full time

Job summary

Arbor Homes is seeking a Customer Care Area Manager to lead on-site customer care operations from the field, instilling a customer-first mindset across the team and turning warranty issues into opportunities to delight buyers.

You will coach CC managers, align with Purchasing, Architecture, Sales and Construction, and monitor budget while ensuring safety and quality. The role requires strong leadership, communication, and a customer-centric approach.

Qualifications

• 2 years residential construction experience.
• Experience in a residential construction customer service role is preferred.
• Strong interpersonal and communication skills for handling customer issues.

Responsibilities

• Oversee daily operations of the Customer Care managers from the field, ensuring adherence to processes and guidelines emphasizing customer communication.
• Coach the team at group and individual levels and set operating expectations.
• Understand and work toward NPS goals and connect with other departments as needed.
• Build relationships with Purchasing, Architecture, Sales and Construction to bridge field and department needs.
• Monitor budget awareness and financial mindset within the department.
• Participate in interviews with the Director for potential hires.
• Ensure safety and subdivision appearance across company properties.
• Directly engage with customers when needed to reset relationships and recover at difficult times.
• Manage PTO and expenses for direct reports; conduct quarterly assessments and address disciplinary actions.
• Be aware of emergency line usage and monitor post-visit activities.
• Contribute to Area Manager and CCM meetings as required.
• Act as conduit between field operations and the Director.

Skills

Residential construction experience

Interpersonal skills

Leadership

Time management

Problem solving

Customer service

Travel to sites

Tools

Microsoft Office

Job description

About The Role

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.

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.

Why Arbor?

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!

What Will You Be Doing?

• 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.

What Will You Bring?

• 2 years residential construction experience


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


• 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

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

Business Unit -
Arbor Homes