Residential Customer Care Lead | Homebuilder

Clayton Homes; 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

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.