Assistant Customer Care Manager - Wilmington, NC

About the role

Join PulteGroup, one of the nation’s largest and most respected homebuilders, where you’ll build more than homes—you’ll build a meaningful career with a Fortune 500 company recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. Operating in over 45 markets nationwide, PulteGroup empowers employees to thrive in a culture of inclusion, diversity, and professional growth.

Responsibilities

• Complete Division and/or Customer Care orientation, onboarding, and training programs (e.g., construction knowledge, job site rules, safety, warranty, Storm Water Pollution Prevention Plan).
• Interact regularly with the Cross-Functional Team (CFT) and/or manager until completion of the Customer Care Manager (CCM) Certification.
• Develop literacy in construction warranty, root cause analysis, construction and technical language, materials, and Pulte Construction Standards.
• Confirm build quality of the home before delivery to the customer.
• Assist other Customer Care Managers and/or direct supervisor in duties, including:
  • Monitoring warranty repairs
  • Validating service request progression
  • Coordinating and conducting on-site warranty inspections
  • Submitting line items and generating work orders in the service system
  • Following up with homeowners and vendors on open service requests
• Gain proficiency in interacting with diverse customer types, communication styles, and homeownership experience levels.
• Build confidence in resolving common service-related items and exposure to escalated issues.
• Drive repeat and referral business by improving customer loyalty through feedback and survey response management.
• Develop independence through on-the-job training and experience.
• Complete the Customer Care Manager Certification before operating independently.
• Adhere to division-specific dress code requirements for this professional, customer-facing role.
• Perform other duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Basic computer literacy.
• Demonstrated commitment to customer satisfaction.
• Ability to read blueprints preferred.
• General knowledge of building codes preferred.
• Valid driver’s license (driving is an essential function of this position).

Qualifications

• Requires theoretical knowledge typically obtained through specific education and training.
• University degree or equivalent experience and 0-2 years of prior relevant experience.

Physical Requirements

• May involve sitting, standing, driving, and/or movement.
• Ability to exert minimal force of up to 50 pounds and occasionally up to 80 pounds to carry, lift, push, pull, or move objects.
• Must be able to climb ladders, scaffolding, and other means to access and observe all areas of the building.
• Ability to work in various weather conditions (heat, rain, cold, etc.).