Customer Care Manager II at PulteGroup

Westborough, Massachusetts, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Homebuilding, Construction, Real EstateIndustries

Requirements

Onsite attendance 5 days per week in the Westborough, MA area
Ability to conduct in-person homeowner assessments
Capability to perform minor service-related tasks (e.g., adjustments, repairs)
Physical ability to sit, stand, drive, move; exert up to 50 pounds of force regularly and up to 80 pounds occasionally; climb ladders, scaffolding; work in various weather conditions (heat, rain, cold)
Required education (specified but incomplete in description)

Responsibilities

Manage homeowner service requests in the field according to standard processes
Meet with customers, triage warranty concerns, and manage repairs to completion for assigned area
Conduct in-person homeowner assessments on an as-needed basis to determine if 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
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 protocol and process necessary workflow
Assist with managing risk and litigation claims stemming from warranty issues
Support the division with SR reporting to division leadership
Responsible for customer satisfaction metrics related to customers serviced
Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses
Other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceWarranty ManagementService Request TriageRepair ManagementField OperationsCustomer RelationsProcess ManagementHomeowner Service

Questions & Answers

Common questions about this position

Is this position remote or does it require onsite work?

This position requires onsite attendance 5 days per week in the Westborough, MA area.

What are the main responsibilities of the Customer Care Manager II?

The role involves managing homeowner service requests in the field, triaging warranty concerns, meeting with customers, and overseeing repairs to completion, including root-cause analysis, scheduling vendors, and ensuring customer satisfaction.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at PulteGroup?

PulteGroup fosters a culture that champions inclusion, celebrates diversity, empowers team members to thrive, values ideas, and supports personal and professional growth, as a certified Great Place to Work and Fortune 100 Best Company to Work For.

What skills or experience make a strong candidate for this position?

Strong candidates should have experience managing field service requests, conducting homeowner assessments, performing root-cause analysis, coordinating with vendors and trades, and building positive customer relationships.