Customer Care Manager II at PulteGroup

Medina, Ohio, United States

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Homebuilding, ConstructionIndustries

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

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