Customer Care Area Manager
About The Role
Arbor Homes, a Berkshire Hathaway Company, is seeking a Customer Care Area Manager to lead their Customer Care team. This role builds upon the responsibilities of a Customer Care Manager with an increased focus on team leadership, performance management, customer issue resolution, and strategic oversight of customer care operations.
Responsibilities
Lead, coach, and develop Customer Care team members to ensure exceptional customer service and operational performance.
Establish team goals, monitor performance, and provide ongoing feedback and professional development opportunities.
Conduct regular one-on-one meetings, performance reviews, and training initiatives.
Foster a positive, accountable, and customer-focused team culture.
Assist with hiring, onboarding, and mentoring Customer Care personnel.
Serve as the primary point of contact for complex or escalated homeowner concerns.
Manage sensitive customer situations with professionalism, empathy, and effective problem-solving.
Work closely with homeowners, trade partners, and internal teams to drive issues to resolution.
Ensure customer requests are addressed promptly and in accordance with company policies and warranty guidelines.
Maintain accuracy of customer care systems, documentation, and service records.
Partner with Construction, Sales, and Division Leadership teams to resolve recurring issues and improve homeowner experiences.
Collaborate with trade partners to ensure quality workmanship and timely completion of repairs.
Support community standards and quality assurance initiatives.
Participate in after-hours emergency response and escalation processes as required.
Perform additional duties and special projects as assigned.
Qualifications
A High School Diploma or GED required; bachelor's degree preferred.
Minimum of 5 years of customer service, customer care, warranty, construction, or related industry experience.
Minimum of 2 years of leadership, supervisory, or team management experience.
Strong knowledge of residential construction and warranty processes preferred.
Valid driver's license and acceptable driving record.
Proven ability to lead, motivate, and develop high-performing teams.
Exceptional conflict resolution and customer relationship management skills.
Ability to navigate difficult customer interactions with professionalism and sound judgment.
Strong organizational and time-management skills.
Excellent verbal and written communication abilities.
Ability to analyze problems, make decisions, and implement effective solutions.
Proficiency with Microsoft Office Suite and customer service management systems.
Strong attention to detail and commitment to delivering a superior customer experience.
Ability to work independently while effectively collaborating across departments.