Customer Care Manager II at PulteGroup

Carmel, Indiana, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Homebuilding, ConstructionIndustries

Requirements

Ability to conduct in-person homeowner assessments, including determining if corrective work orders are needed and leading root-cause analysis
Capability to schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator
Skills to manage trades to completion of service requests to customers’ satisfaction
Ability to perform minor service-related tasks (e.g., adjustments, repairs)
Capacity to establish and maintain positive customer relationships
Experience in confirming build quality of homes before delivery to customers
Proficiency in determining trade accountability for back charges and field purchase orders (FPOs)
Authority to authorize payments for work performed up to approval limits
Knowledge to follow applicable legal protocols and processes
Ability to manage customer satisfaction metrics, feedback, and survey responses
Onsite attendance 5 days per week in the Indianapolis area
Physical ability to sit, stand, drive, move, exert up to 50 pounds of force (occasionally 80 pounds), climb ladders/scaffolding, and work in various weather conditions

Responsibilities

Manage homeowner service requests in the field according to standard processes, including meeting with customers, triaging warranty concerns, and managing repairs to completion for assigned area
Respond to service requests in the field and manage them according to standard processes
Triage warranty service requests with homeowners and manage resolution until completion
Assist with managing risk and litigation claims from warranty issues
Support division with Customer Care Manager (CCM) training and service request (SR) reporting to leadership
Conduct in-person homeowner assessments on an as-needed basis
Schedule, organize, and execute service work through vendors with 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
Manage customer satisfaction metrics related to customers serviced
Drive repeat and referral business by improving customer loyalty through feedback and survey responses
Other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceWarranty ManagementField ServiceService Request ManagementRepair CoordinationProcess ManagementHomeowner RelationsTriaging Concerns

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 Indianapolis 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, along with assisting with risk and litigation claims and training.

What skills or experiences are needed for this role?

Key skills include conducting in-person homeowner assessments, leading root-cause analysis, scheduling service work with vendors, managing trades, performing minor repairs, and maintaining customer relationships.

What is the company culture like at PulteGroup?

PulteGroup fosters a culture that values employee ideas, champions inclusion and diversity, supports personal and professional growth, and empowers team members to thrive in a Great Place to Work.

What makes a strong candidate for this Customer Care Manager II position?

Strong candidates will have experience in field service management, customer relationship building, warranty triage, vendor coordination, and root-cause analysis, with the ability to work onsite in Indianapolis.