Customer Care Manager II - Ocala, FL

About the role

Welcome to PulteGroup where we believe in building inspired employees, meaningful careers, and a legacy of excellence. As one of the nation’s largest and most respected homebuilders, PulteGroup offers 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.

Responsibilities

• Carry out in-person homeowner assessments as needed
• Determine if a corrective work order is required
• Lead root-cause analysis
• Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator
• Manage trades to ensure service requests are completed satisfactorily
• Perform minor service-related tasks (e.g., adjustments, repairs) as requested
• Establish and maintain positive customer relationships
• Confirm the 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 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
• 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
• Basic computer literacy
• Skilled in conflict resolution to address customer concerns effectively
• Knowledge of cost management principles and practices

Management Responsibilities

Not applicable

Physical Requirements

• Sitting, standing, driving, and movement
• The 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
• Able to climb ladders, scaffolding, and other means to reach and observe all areas of the building
• Able to work in various weather conditions – heat, rain, cold, etc.

Required Education/Experience

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