Customer Care Manager II (Cumming Area)

Pulte Home Corp • Alpharetta, GA

286d

About The Position

The Customer Care Manager II position involves conducting in-person homeowner assessments as needed, determining if corrective work orders are necessary, and leading root-cause analysis. The role requires scheduling, organizing, and executing service work through vendors in collaboration with the Customer Care Coordinator. The manager will oversee trades to ensure the completion of service requests to customer satisfaction and perform minor service-related tasks as requested. Establishing and maintaining positive customer relationships is crucial, as is confirming the build quality of homes before delivery. The manager will also determine trade accountability for back charges and field purchase orders, authorize payments for work performed, and follow applicable legal protocols. Additionally, the role is responsible for customer satisfaction metrics and driving repeat and referral business by managing feedback and survey responses. Other duties may be assigned as necessary.

Requirements

• Minimum High School Diploma or equivalent.
• Bachelor's Degree preferred.
• Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred.
• Valid driver's license as driving is an essential function of this position.

Nice To Haves

• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types.
• Committed to delivering high-quality service and diligent follow-up.
• Basic construction skills and knowledge.
• Excellent communication and listening skills.
• Analytical ability necessary to perform root cause analysis.
• Ability to manage warranty/customer service processes.
• Basic computer literacy.
• Skilled in conflict resolution to address customer concerns effectively.
• Knowledge of cost management principles and practices.

Responsibilities

• Conduct in-person homeowner assessments on an as-needed basis.
• Determine if a corrective work order is needed.
• Lead root-cause analysis.
• Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator.
• Manage trades to completion of service requests to customers' satisfaction.
• Perform minor service-related tasks (e.g., adjustments, repairs), as requested.
• Establish and maintain positive customer relationships.
• Confirm build quality of the home before delivery to the customer.
• Determine trade accountability for back charges and field purchase orders (FPOs).
• Authorize payment for work performed up to approval limits.
• Follow applicable legal protocol and process necessary workflow.
• Responsible for customer satisfaction metrics related to customers serviced.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Construction of Buildings
• Education Level: High school or GED