Customer Care Manager II (Ft. Lauderdale Area)

About the Role

Join PulteGroup, one of the nation’s largest and most respected homebuilders, where we build inspired employees, meaningful careers, and a legacy of excellence. As a Fortune 500 company recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work, we empower our team members to thrive in a culture of inclusion, diversity, and professional growth. Operating in over 45 markets nationwide, we unite under trusted brands like Centex, Pulte Homes, Del Webb, and more to build incredible places for people to live their dreams.

Responsibilities

• Conduct in-person homeowner assessments to determine if corrective work orders are needed.
• Lead root-cause analysis for service issues.
• Schedule, organize, and execute service work through vendors in collaboration with the Customer Care Coordinator.
• Manage trades to ensure completion of service requests to customers’ satisfaction.
• Perform minor service-related tasks (e.g., adjustments, repairs) as requested.
• Establish and maintain positive customer relationships.
• Confirm build quality 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 protocols and process necessary workflows.
• Address vendor performance issues.
• Drive customer satisfaction metrics for serviced customers.
• Improve customer loyalty by managing feedback and survey responses to drive repeat and referral business.
• Perform other duties as assigned.

Requirements

• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types.
• Commitment to delivering high-quality service and diligent follow-up.
• Basic construction skills and knowledge.
• Excellent communication and listening skills.
• Analytical ability to perform root cause analysis.
• Ability to manage warranty and 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 (driving is an essential function of this position).

Qualifications

Requires practical knowledge of the area, typically obtained through advanced education combined with experience. A University degree or equivalent experience and a minimum of 2-4 years of prior relevant experience are required.

Skills

• Customer service excellence
• Root cause analysis
• Vendor and trade management
• Conflict resolution
• Cost management
• Basic construction and repair knowledge

Physical Requirements

• Ability to sit, stand, drive, and move as needed.
• Exert minimal force of up to 50 pounds and occasionally up to 80 pounds to carry, lift, push, pull, or move objects.
• Climb ladders, scaffolding, and other means to access all areas of the building.
• Work in various weather conditions (heat, rain, cold, etc.).