Customer Care Manager

About The Role

Arbor Homes, a Berkshire Hathaway Company, is seeking a Warranty Coordinator to join their Warranty Team located in Columbus, OH. This position reports directly to the Division President. The ideal candidate will collaborate with and assist the Customer Care Coordinator and/or Area Manager.

Responsibilities

• 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 the homeowner
• Maintains monitoring of 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
• Maintains monitoring of status reports for accuracy
• Expedites emergency repairs
• Aids in maintaining community standards
• Participates in rotation of After Hour On Call
• Receives and processes homeowner inquiries in a timely manner per established policies
• If required, maintains customer care work authorizations and back charges
• Obtains and distributes trade partner list for each community for use by Customer Care Representatives
• Develops and/or maintains a filing system for special projects and individual homesites that permits quick access to all previous correspondence, and related data
• Maintains inventory of customer care forms
• Orders office supplies for the Customer Care Department and Customer Care Representatives
• Aids Customer Care Representatives with scheduling of trade partners and homeowner appointments, when necessary
• Updates and distributes after hours on call personnel/assignments
• Supports customer care and/or construction staff as needed
• Performs all other duties as assigned

Requirements

• 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
• Good organizational and time-management skills, communicates effectively, and understands technical aspects of residential construction
• Ability to analyze problems, determine solutions, and produce desired outcomes, both independently and within team atmosphere
• Intermediate to advanced PC skills (Microsoft Word and Excel)
• Excellent verbal and written communication skills
• Professional attitude to represent company in a positive manner
• Valid Driver’s License and good driving record
• Able to accept direction from others

Qualifications

• Must be able to perform the essential functions of this position with or without reasonable accommodation
• Must be able to lift 25 pounds and stand/walk for extended periods of time
• Must have a valid driver’s license and acceptable driving record

Skills

• Customer service skills
• Technical knowledge of residential construction
• Organizational and time management skills
• Communication skills
• Problem-solving abilities
• Intermediate to advanced PC skills (Microsoft Word and Excel)

Benefits

• 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.

Pay

Commensurate with experience

Schedule

Varies

Application Instructions

TBD

Equal Opportunity Employer

Arbor Homes is committed to creating an inclusive workplace and is an equal opportunity employer. Arbors participates in E-Verify.