Customer Care Manager

Clayton; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Life insurance

401(k)

Paid parental leave

4 weeks PTO

Company discounts

Job summary

Arbor Homes is seeking a Customer Care Specialist in Indianapolis to connect with customers, troubleshoot issues, and coordinate timely repairs within a 2-hour window when needed. The role emphasizes quality customer service in a residential construction environment.

Candidates should have 2 years of residential construction experience, strong communication skills, and a customer-oriented attitude. Day-to-day is on-site, with 8AM–5PM Monday–Friday shifts, and includes benefits such as health

Qualifications

• 2 years residential construction experience.
• Experience in a residential construction customer service role preferred but not required.
• Customer oriented, outgoing, dependable & ethical.
• Able to handle stressful customer situations with diplomacy.
• Basic computer skills.
• Must be able to work a schedule of 8AM to 5PM M-F.
• Acceptable driving record to meet company requirements.

Responsibilities

• Connect with customers and resolve their challenges beyond expectations.
• Communicate with customers to troubleshoot issues and resolve without a site visit when possible.
• Evaluate customer complaints to identify necessary steps for resolution.
• Coordinate with vendors to schedule Customer Care appointments and ensure timely arrival within a 2-hour window.
• Complete minor repairs as needed for customer convenience.
• Regularly update customers to ensure they are heard and understand the resolution plan.
• Document customer concerns and resolutions to prevent recurring issues.
• Conduct all customer interactions with respect, professionalism, and care.
• Suggest process improvements to enhance the customer experience after closing.

Skills

Customer service

Residential construction

Problem solving

Communication

Time management

Basic computer skills

Driving ability

Tools

Hand tools

Job description

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 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 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
• 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?

• Looking to connect with customers and resolve their challenges in a way that goes above and beyond their expectations.
• 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.
• When necessary, 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

What Will You Bring?

• Ability to handle stressful customer situations including conflict resolution diplomatically and effectively
• 2 years residential construction experience
• Experience in a residential construction customer service role preferred but not a must
• 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

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.

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Business Unit -

Arbor Homes