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Customer Care Area Manager

About the Role

Arbor Homes, a Berkshire Hathaway Company, is seeking a Customer Care Area Manager to lead our Customer Care team while ensuring an exceptional homeowner experience. 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.

The Customer Care Area Manager serves as a trusted leader for Customer Care Representatives and Coordinators, providing coaching, guidance, and support while managing escalated homeowner concerns. This individual works closely with Construction, Sales, and Trade Partners to deliver timely resolutions, maintain customer satisfaction, and uphold Arbor Homes' commitment to quality.

Why Arbor?

Are you looking for a dynamic career in a customer-focused environment? Arbor Homes is one of the fastest-growing homebuilders in the Midwest, known for putting quality, integrity, and homeowners first. We are looking for a leader who is passionate about developing teams, building relationships, and creating exceptional customer experiences.

What's In It for You?

• Base salary plus bonus opportunities
• Leadership and advancement opportunities
• Exposure to executive leadership
• Opportunity to work with one of the largest homebuilders in the region
• Team outings and company-sponsored volunteer events
• 4 weeks of Paid Time Off
• Comprehensive benefits including medical, dental, vision, life insurance, 401(k), paid parental leave, and company discounts

What Will You Be Doing?

Leadership & Team Management

• 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.

Customer Experience & Escalation Management

• 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.
• Monitor homeowner satisfaction and identify opportunities for continuous improvement.

Operational Management

• Oversee customer care operations across assigned communities or geographic areas.
• Monitor service request activity, work order completion, and warranty repair performance.
• Ensure timely scheduling, inspection, and completion of homeowner repairs.
• Evaluate homeowner requests to determine warranty coverage and appropriate resolution paths.
• Review customer care metrics and reports to identify trends and opportunities for improvement.
• Maintain accuracy of customer care systems, documentation, and service records.

Cross-Functional Collaboration

• 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.

What Will You Bring?

Required Qualifications

• 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.

Knowledge, Skills & Abilities

• 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.

Success in This Role

The ideal Customer Care Area Manager is a servant leader who balances operational excellence with exceptional customer care. They are comfortable handling high-level customer concerns, developing team members, and creating processes that drive homeowner satisfaction while supporting Arbor Homes' commitment to quality and service.

Arbor Homes is committed to creating an inclusive workplace. Arbor Homes is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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