Customer Care Manager II

About the role

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.

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

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

Qualifications

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

Skills

• 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

Benefits

PulteGroup offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

The salary range for this position is $60,000 - $80,000 annually.

Schedule

The position requires onsite attendance 5 days per week in the Indianapolis area.