Customer Care Manager II - Myrtle Beach, SC

PulteGroup•Myrtle Beach, SC

About The Position

PulteGroup is hiring a Customer Care Manager II in Myrtle Beach, South Carolina. This professional, customer-facing role manages homeowner service requests and customer satisfaction, supports the quality confirmation of homes before delivery, and helps strengthen customer loyalty and repeat and referral business. Team members follow division-specific dress code requirements. The position may provide guidance to entry-level professionals or support employees and typically requires a university degree or equivalent experience, along with 2–4 years of relevant experience.

Requirements

Typically requires a university degree or equivalent experience and 2–4 years of prior relevant experience.
Exceptional customer-service orientation and ability to adapt and interact effectively with various personality types.
Commitment to delivering high-quality service and diligent follow-up.
Basic construction skills and knowledge.
Excellent communication and listening skills.
Analytical ability to perform root-cause analysis.
Ability to manage warranty and customer-service processes.
Basic computer literacy.
Conflict-resolution skills to address customer concerns effectively.
Knowledge of cost-management principles and practices.
Valid driver’s license; driving is an essential function of the position.
Ability to exert minimal force of up to 50 pounds and occasionally up to 80 pounds to carry, lift, push, pull, or otherwise move objects.
Ability to climb ladders, scaffolding, and other means to reach and observe all areas of a building.
Ability to work in varied weather conditions, including heat, rain, and cold.

Responsibilities

Conduct in-person homeowner assessments as needed and determine whether corrective work orders are required.
Lead root-cause analysis of homeowner concerns.
Schedule, organize, and execute service work through vendors in collaboration with the Customer Care Coordinator.
Manage trades through completion of service requests to customers’ satisfaction.
Perform minor service-related tasks, such as adjustments and repairs, as requested.
Establish and maintain positive customer relationships.
Confirm the build quality of homes before delivery to customers.
Determine trade accountability for back charges and field purchase orders (FPOs).
Authorize payment for work performed up to approval limits.
Follow applicable legal protocols and complete necessary workflows.
Address vendor performance issues.
Manage customer satisfaction metrics related to customers served.
Improve customer loyalty and drive repeat and referral business by managing feedback and survey responses.
Perform other duties as assigned.