Customer Care Manager

Clayton Homes; North Carolina; Presencial; USD 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Base salary + bonus opportunities

Advancement opportunities

Exposure to executive leadership

Opportunity to work with the largest新?

Team outings and company-sponsoredvol?

4 weeks of Paid Time Off!

Access to health and life insurance,

401(k), paid parental leave, company?

Resumo da oferta

Arbor Homes in Columbus, OH is seeking a Customer Care Manager to join our Warranty Team. You will report directly to the Division President and collaborate with the Customer Care Coordinator and Area Manager to ensure timely homeowner service and high-quality repairs.

Ideal candidates have 2+ years in customer service within residential construction, strong organizational and communication skills, and the ability to manage multiple service calls and trade partners effectively.

Qualificações

• Minimum high school or GED required.
• Minimum of 2 years related business experience or 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 (Word and Excel).
• Excellent verbal and written communication skills.
• Must possess professional attitude to represent company positively.
• Valid driver's license and good driving record.
• Able to accept direction from others.

Responsabilidades

• 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 work by business partners 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 per established policies.
• Maintain customer care work authorizations and back charges.
• Get supervisor approval on all authorizations and invoices.
• Obtain and distribute trade partner list for each community.
• Collect up-to-date service ticket status information and distribute reports.
• Develop and/or maintain filing system for special projects and homesites.
• Maintain inventory of customer care forms.
• Order office supplies for the Customer Care Department.
• Assist Customer Care Representatives with scheduling of trade partners and homeowner appointments.
• Update and distribute after hours on call personnel/assignments.
• Support customer care and/or construction staff as needed.
• Perform all other duties as assigned.

Conhecimentos

Customer service

Communication

Time management

Organizational skills

Problem solving

Teamwork

Driver's License

Formação académica

High School Diploma or GED

Ferramentas

Microsoft Word

Excel

Descrição da oferta de emprego

About The Role:

Arbor Homes, a Berkshire Hathaway Company, is seeking a Customer Care Manager 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.

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 the Midwest. 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?

• 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

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 At Arbor Homes our mission is to build great neighborhoods and homes for people to celebrate life.

What does that mean exactly?

We believe everyone deserves a beautiful home to call their own and that’s what we’re building every day. Owning a home is a key part to our country’s success and wealth accumulation typically comes from the appreciation of your home.

• Opportunity - Provide Opportunity for our employees and develop talent
• Family - Dedicated to remaining a big little company and drive for an engaged team
• Customers - Provide a high-quality product, on time, at an exceptional value
• Ethics - Operate our business with absolute integrity, instilling trust in every part of the company
• Processes - Committed to be an operationally excellent organization, resilient and results driven