Field-Based Customer Experience Area Manager

Clayton Homes (New); United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Arbor Homes is seeking a Customer Care Area Manager to lead the field-based Customer Care team and imprint a superior customer experience throughout the department. The role drives coaching, accountability, and collaboration with Purchasing, Architecture, Sales and Construction to resolve issues and win back customers.

You will oversee daily operations, manage budgets, interview hires with the Director, and ensure safety and appearance standards while maintaining strong customer relations and a

Qualifications

• 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.

Responsibilities

• Oversee daily operations of CC managers from the field and ensure adherence to non-negotiable processes and guidelines.
• Coach the team at group and individual levels.
• Set clear expectations on department operations.
• Align with Customer Advocate and understand NPS goals and how to achieve them.
• Bridge between field and department with Purchasing and Architecture.
• Collaborate with Sales and Construction as needed.
• Monitor budget awareness and department mindset.
• Interview potential hires with Director.
• Ensure safety and subdivision appearance are maintained.
• Engage with customers when required and learn to win them back.
• Teach customer service skills to others.
• Manage PTO and expenses for direct reports.
• Conduct quarterly assessments and administer disciplinary actions as needed.

Skills

Residential construction

Customer service

Leadership

Interpersonal skills

Conflict resolution

Time management

Tools

Microsoft Office

Job description

Arbor Homes is seeking a Customer Care Area Manager to lead the field-based Customer Care team and imprint a superior customer experience throughout the department. The role drives coaching, accountability, and collaboration with Purchasing, Architecture, Sales and Construction to resolve issues and win back customers.

You will oversee daily operations, manage budgets, interview hires with the Director, and ensure safety and appearance standards while maintaining strong customer relations and a