Customer Care Manager II at PulteGroup

Medina, Ohio, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Homebuilding, ConstructionIndustries

Requirements

Ability to conduct in-person homeowner assessments on an as-needed basis
Capability to determine if a corrective work order is needed and lead root-cause analysis
Ability to schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator
Ability to manage trades to completion of service requests to customers’ satisfaction
Capability to perform minor service-related tasks (e.g., adjustments, repairs), as requested
Ability to establish and maintain positive customer relationships
Physical ability to sit, stand, drive, and/or move; exert up to 50 pounds of force regularly and up to 80 pounds occasionally; climb ladders, scaffolding, and other means to reach and observe all areas of the building; work in various weather conditions (heat, rain, cold)
Onsite attendance 5 days per week in the Medina, Ohio area

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 all requests in 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 stemming from warranty issues
Support the division with Customer Care Manager (CCM) training and service request (SR) reporting to division leadership
Conduct in-person homeowner assessments: determine if corrective work order is needed and 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

Customer Service ManagementWarranty TriageService Request ManagementField RepairsHomeowner RelationsProcess Management

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 Medina, Ohio area.

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

The role involves managing homeowner service requests in the field, meeting with customers, triaging warranty concerns, managing repairs to completion, assisting with risk and litigation claims, and supporting training and reporting.

What skills or experiences are needed for this role?

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

What is the company culture like at PulteGroup?

PulteGroup emphasizes building inspired employees, meaningful careers, and a legacy of excellence, with a culture that values ideas, 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.

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

Strong candidates should have field experience managing service requests, skills in customer relations, root-cause analysis, vendor coordination, and performing minor repairs, along with the ability to work onsite in Medina, Ohio.