Customer Care Manager II

PulteGroup is seeking a Customer Care Manager II to manage homeowner service requests in the field and manage those requests according to standard processes.

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
• 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

• Up to 9 paid company holidays per year
• Up to 23 PTO days per year (and up to 28 PTO days per year upon 10 or more years of service)
• 401(k) Plan
• Medical, dental, and vision insurance coverage
• Company-paid disability, basic life insurance, and parental leave
• Voluntary insurance coverage options
• Employee Assistance Program and tuition reimbursement
• Paid family and medical leave insurance and/or paid sick time as applicable