Customer Care Manager II

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. As one of the nation’s largest and most respected homebuilders, we offer 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. Headquartered in Atlanta, Georgia, and operating in over 45 markets nationwide, we 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.

Responsibilities

• Conduct in-person homeowner assessments on an as-needed basis to determine if a corrective work order is needed.
• Lead root-cause analysis for service issues.
• 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.
• Address vendor performance issues.
• Responsible for customer satisfaction metrics related to customers serviced.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Perform other duties as assigned.

Requirements

• 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.
• Valid driver’s license as driving is an essential function of this position.

Qualifications

• Requires practical knowledge of area typically obtained through advanced education combined with experience.
• University degree or equivalent experience and minimum 2-4 years of prior relevant experience.

Skills

This is a professional customer-facing role. Team members will follow division-specific dress code requirements.

Physical Requirements

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