Customer Care Manager II

Pulte Group, Inc.•Westborough, MA

62d•$36 - $43•Onsite

About The Position

Build a Career That Builds Your Future - with PulteGroup! Welcome to PulteGroup where we believe in building more than just homes-we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you've come to the right place. As one of the nation's largest and most respected homebuilders, PulteGroup offers opportunities to grow within a Fortune 500 company that's consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We're driven by the bold purpose of Building Incredible Places for People to Live Their Dreams. For over 70 years, we've been building more than homes-we've been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey. Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we're proud to build homes through our trusted family of brands-including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency -all united under the PulteGroup name. Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact Job Summary The Customer Care Manager II is responsible for managing homeowner service requests in the field and managing those requests according to standard processes, including meeting with customers, triaging warranty concerns, and managing the repair to completion for all requests in his/her assigned area. The primary responsibility of the Customer Care Manager II is to respond to service requests in the field and manage those requests according to standard processes. The Customer Care Manager II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion. The CCM II will assist with managing risk and litigation claims stemming from warranty issues and support the division with SR reporting to division leadership. This position requires onsite attendance 5 days per week in the Westborough, MA area.

Requirements

Minimum High School Diploma or equivalent
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
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

Nice To Haves

Bachelor's Degree preferred

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.
Responsible for the build quality confirmation 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.

Benefits

In addition to up to 9 paid company holidays per year, employees are eligible for up to 6 days of sick pay.
Moreover, eligible employees with less than 10 years of service can accrue up to 17 PTO days per year (and up to 22 PTO days per year upon 10 or more years of service).
Employees are eligible to participate in the Company's 401(k) Plan.
Employees (and their eligible dependents) are eligible for medical, dental, and vision insurance coverage.
Employees are covered by company-paid disability, basic life insurance and parental leave.
Voluntary insurance coverage options, including critical illness, accident, and hospital indemnity, are also available.
In addition, the Company offers an Employee Assistance Program and tuition reimbursement (as applicable).
Employees may also be eligible for state required benefits such as paid family and medical leave insurance and/or paid sick time as applicable.

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