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Customer Care Manager

Aro Homes

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Customer Service

Mountain View, CA, USA

Posted on Jul 16, 2024

Who we are:

Aro Homes is a thriving, purpose-driven company on a mission to redefine residential construction. Aro Homes was founded to create well designed, precision engineered homes that are beautiful, livable, and durable, while being built multiple times faster and having a positive impact on the environment.

We are a diverse and experienced group of passionate and curious designers, builders, engineers, product developers, and businesspeople who are passionate about and committed to delivering on our mission. We’ve demonstrated there is a massive opportunity to reduce waste and improve sustainability while building homes in a fraction of the time it takes traditionally. We utilize a repeatable, multi-disciplinary, and product-driven approach which is unique in the industry. We are funded by world-class investors who care about transforming industries for the better, including Eric Schmidt’s Innovation Endeavors. If you share the desire to leave a lasting positive impact on the world and to join a strong culture of intelligent, passionate people, then let’s start a conversation.

What you will be responsible for:

Aro Homes is seeking a dynamic and professional Customer Care Manager to lead the company interface with Aro Homes customers ensuring we exceed their expectations. The ideal candidate will bring a wealth of hands-on experience in single-family construction, a proven track record of delighting customers, and exceptional leadership and communication skills. The right candidate for this role will be excited about working with a cross functional team to build beautiful, environmentally friendly homes more efficiently and quickly than how it is done today. The projects will be located primarily in Mountain View and the surrounding Peninsula. As part of our Site Operations department, you will report to the Director of Site Operations and be responsible for ensuring a smooth transition of projects to warranty at the close of escrow.

Assist the Acquisitions and Site Ops Teams in the Closeout Process. Maintain the warranty relationship with our new homeowners. Gather customer feedback and present to the broader team. Receive, qualify and distribute warranty claims. Manage workers and subcontractors to execute warranty work. Act with patience and persistence in helping customers resolve issues with their homes.

What You’ll Do:

Customer Relationship Management: Establish and maintain strong relationships with customers. Act as the main point of contact for all customer inquiries and concerns. Be a brand ambassador, striving to have all customers be our best referrals. Build positive relationships with neighbors and the community.
Issue Resolution: Assist with the closeout process, address and resolve customer concerns quickly and effectively, with a particular focus on warranty issues. Escalate complex issues to the appropriate departments as necessary. Manage day to day activities of trade partners who are resolving customer success issues.
Feedback Collection: Regularly gather customer feedback on their experiences with Aro Homes products and services. Use this information to drive continuous improvement across the company. Maintain the Aro Homes Warranty Policy and update periodically as needed.
Customer Education: Assemble the Aro Homes Homeowner Manual for each home. Conduct all homeowner orientations and closing walks to educate customers on the features and benefits of our homes, ensuring they fully understand the value and quality of our products. Foster a positive and collaborative work culture among on and off-site teams and subcontractors. Respond to warranty / customer success issues items within the same day.
Conduct homeowner meetings at 30-day, 60-day, and 11 months during fit and finish warranty and gather customer feedback.
Solve problems using good judgment based upon knowledge, experience, and common sense.

Skills & Qualifications:

Growth mindset.
3+ years’ experience in construction and customer service or customer success roles or degree in Construction Management.
Demonstrates a commitment to Company Culture and Core Competencies.
Strong interpersonal skill is a must; builds and maintains strong working relationships with customers, co-workers, trade partners and inspectors, excellent written and verbal communication skills.
Strong bias for action.
Familiarity with Lean construction principles is a significant plus.
Shows professional restraint and seeks to reduce stress, help others and find solutions to problems.
Self-motivated with excellent time management skills.
Ability to efficiently use computer systems including CAD, SmartSheets, Adobe Acrobat, Microsoft Office Suite - Excel, Word, Outlook, etc.; commitment to learning and becoming a proficient user of the company’s information management system.

What we offer:

Opportunity to join an outstanding start-up team and grow a purpose –driven company from the ground up.
Competitive salary package.
Medical/dental/vision benefits.
Equity in the company.

At Aro Homes, we are focused on building a diverse and inclusive workforce. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation to fill out an application, please do not hesitate to let us know at people@aro.homes. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.