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 a Customer Care Manager II, you will be responsible for managing homeowner service requests in the field and managing those requests according to standard processes. You will also assist with managing risk and litigation claims stemming from warranty issues and support the division with CCM training and SR reporting to division leadership.

Requirements

• 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

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• 401k matching