Customer Care Manager II at PulteGroup

Salt Lake City, Utah, 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

High School Diploma or equivalent (Bachelor’s Degree preferred)
Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred
Valid driver’s license (driving is an essential function)
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
Ability to manage warranty/customer service processes
Basic computer literacy
Skilled in conflict resolution to address customer concerns effectively
Knowledge of cost management principles and practices
Physical ability to sit, stand, drive, exert up to 50 pounds of force (occasionally 80 pounds), climb ladders/scaffolding, and work in various weather conditions

Responsibilities

Conduct in-person homeowner assessments on an as-needed basis to 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
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 managing feedback and survey responses
Other duties as assigned

Skills

Key technologies and capabilities for this role

Root Cause AnalysisVendor ManagementCustomer RelationsTrade ManagementService SchedulingHome Repairs

Questions & Answers

Common questions about this position

Is this a remote position or does it require in-person work?

The role requires conducting in-person homeowner assessments on an as-needed basis and involves physical tasks like climbing ladders, indicating it is not remote.

What salary or compensation does this position offer?

This information is not specified in the job description.

What does the company culture at PulteGroup look like?

Key responsibilities include conducting in-person homeowner assessments, leading root-cause analysis, scheduling service work through vendors, managing trades, and maintaining positive customer relationships.

What does the company culture at PulteGroup look like?

PulteGroup emphasizes building inspired employees, meaningful careers, and a legacy of excellence, with a culture that champions inclusion, celebrates diversity, and empowers team members to thrive. It is recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work.

Does this role involve managing a team or direct reports?

No, the position has no direct reports or indirect reports, and management responsibilities are listed as not applicable.