Customer Care Manager II at PulteGroup

Denver, Colorado, 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 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, move; exert up to 50 pounds of force regularly and 80 pounds occasionally; climb ladders, scaffolding; work in various weather conditions

Responsibilities

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
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 RelationsRoot Cause AnalysisVendor ManagementService SchedulingTrade ManagementHome RepairsCustomer Assessments

Questions & Answers

Common questions about this position

Is this a remote position or does it require on-site work?

This is not a remote position as it requires conducting in-person homeowner assessments, performing minor service tasks, climbing ladders and scaffolding, and physical movement up to 80 pounds.

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

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

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, supports personal and professional growth, and is recognized as a Fortune 100 Best Company to Work For and a Great Place to Work.

Does this role involve managing a team?

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