Customer Care Manager II - Myrtle Beach, SC

PulteGroup • Myrtle Beach, SC

6d

About The Position

The Customer Care Manager II conducts homeowner assessments and manages service requests to ensure customer satisfaction. The role includes determining whether corrective work is needed, leading root-cause analysis, coordinating service work with vendors and the Customer Care Coordinator, and managing trades through completion. The position also performs minor service-related tasks when requested and is responsible for confirming the home’s build quality before delivery to the customer.

The manager determines trade accountability for back charges and field purchase orders, authorizes payment within approval limits, follows applicable legal protocols and workflows, and addresses vendor performance issues. The role is customer-facing and accountable for satisfaction metrics for customers served. It also supports customer loyalty and repeat and referral business by managing feedback and survey responses. Team members follow division-specific dress code requirements.

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.

Responsibilities

• Conduct in-person homeowner assessments as needed and determine whether a corrective work order is needed.
• Lead root-cause analysis.
• 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, when requested.
• Establish and maintain positive customer relationships.
• Confirm the 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 within approval limits.
• Follow applicable legal protocol and complete necessary workflows.
• Address vendor performance issues.
• Meet customer satisfaction metrics for customers serviced.
• Improve customer loyalty and drive repeat and referral business by managing feedback and survey responses.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level