Customer Care Manager

Clayton Homes (New); United States; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Base salary + bonus

Exposure to executive leadership

Paid time off (4 weeks)

Health and life insurance

401(k)

Paid parental leave

Company discounts

Job summary

Arbor Homes in Indianapolis seeks a Customer Care Associate to connect with homebuyers, troubleshoot issues, and resolve concerns with a focus on quality service. You will coordinate with vendors, schedule appointments, perform minor repairs when needed, and ensure clear, ongoing communication with customers.

The role emphasizes empathy, problem-solving, and professional conduct to protect the customer experience after closing, while supporting a collaborative team culture.

Qualifications

• 2 years residential construction experience.
• Experience in a residential construction customer service role preferred.
• Ability to handle stressful customer situations with diplomacy.
• 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.
• Strong problem solving and follow-up skills.

Responsibilities

• Connect with customers and resolve their challenges beyond expectations.
• Troubleshoot with customers and resolve without a site visit if possible.
• Evaluate customer complaints to identify steps for resolution.
• Ensure vendors schedule Customer Care appointments and attend within a 2-hour window.
• Complete minor repairs when necessary for customer convenience.
• Regularly update customers so they understand the plan to resolve concerns.
• Document concerns and resolutions to inform proactive improvements.
• Maintain respect, professionalism, and care in all customer interactions.
• Suggest process improvements to enhance experience.

Skills

Customer service

Conflict resolution

Basic computer skills

Problem solving

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 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 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.

Values

• 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

Prospect Introduce Yourself