Customer Care Manager II

PulteGroup•Riverview, FL

1d•Onsite

About The Position

PulteGroup is a Fortune 500 company and one of the nation’s largest and most respected homebuilders, recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. The company is driven by the purpose of Building Incredible Places for People to Live Their Dreams, with over 70 years of building trust, innovation, and a culture that empowers team members. Headquartered in Atlanta, Georgia, and operating in over 45 markets nationwide, PulteGroup builds homes through its family of brands including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, and Pulte Insurance Agency. This role is a professional customer-facing position within this organization.

Requirements

Minimum High School Diploma or equivalent
Minimum of 1-2 years of customer service, warranty experience, or equivalent
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