Customer Care Manager II

About the role

PulteGroup is a leading homebuilder headquartered in Atlanta, GA, operating in over 45 markets nationwide. We offer a dynamic environment where employees can grow professionally and personally, contributing to the creation of inspired homes and communities.

Responsibilities

• Determine if a corrective work order is needed during in-person homeowner assessments.
• Lead root-cause analysis and schedule, organize, and execute service work through vendors.
• Collaborate with the Customer Care Coordinator to manage trades to completion of service requests.
• Perform minor service-related tasks and establish positive customer relationships.
• Confirm build quality 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.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Other duties as assigned.

Qualifications

• High School Diploma or equivalent
• Bachelor’s Degree preferred
• 1-2 years of customer service, warranty experience, or equivalent preferred

Skills

• Exceptional customer service orientation
• Adaptable and effective interaction with various personality types
• High-quality service delivery and diligent follow-up
• Basic construction skills and knowledge
• Excellent communication and listening skills
• Analytical ability for root cause analysis
• Basic computer literacy
• Conflict resolution for addressing customer concerns
• Knowledge of cost management principles and practices

Benefits

• Up to 8 paid company holidays per year
• Up to 6 days of sick pay
• Quarterly bonus incentives
• Participation in the Company’s 401(k) Plan
• Medical, dental, and vision insurance coverage
• Disability, basic life insurance, and parental leave
• Voluntary insurance coverage options, including critical illness, accident, and hospital indemnity
• Employee Assistance Program and tuition reimbursement
• Paid family and medical leave insurance and/or paid sick time as applicable

Pay and Schedule

• Pay Range: $32.98 - $41.25 per hour
• Eligible for quarterly bonus incentives

Schedule

• Professional customer-facing role
• Division-specific dress code requirements apply