Customer Care Manager II at PulteGroup

Denver, Colorado, United States

Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Homebuilding, ConstructionIndustries

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

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