Join to apply for the Customer Care Manager II role at PulteGroup 2 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. WE KNOW THAT BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM!How would you like to be a part of a team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America''s top residential builders. We put the consumer at the center of everything we do and stand out in our commitment to quality.Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better. We believe success starts with having the right people.At PulteGroup, we are committed to diversity and inclusion, valuing the differences of each employee and reflecting the diversity of the consumers we serve.A position with PulteGroup offers a fulfilling and rewarding career across multiple geographies and brands. If you''re interested in joining our team, let''s discuss your career with PulteGroup!Job SummaryThe Customer Care Manager II manages homeowner service requests in the field, handling them according to standard processes, including customer meetings, triaging warranty concerns, and managing repairs to completion. The role involves responding to service requests, triaging warranty issues with homeowners, managing resolutions, supporting risk management, and assisting with CCM training and reporting.Primary Job ResponsibilitiesConduct in-person homeowner assessments as needed, determining if corrective work is necessary and leading root-cause analysis.Coordinate and execute service work with vendors alongside the Customer Care Coordinator.Manage trades to complete service requests satisfactorily.Perform minor service tasks like adjustments and repairs.Maintain positive customer relationships.Confirm home build quality before delivery.Determine trade accountability for back charges and purchase orders.Authorize payments up to approval limits.Follow legal protocols and workflow processes.Ensure customer satisfaction metrics are met.Drive repeat and referral business through feedback management.Other duties as assigned.Management ResponsibilitiesNot applicable.ScopeDecision Impact: DivisionDepartment Responsibility: SingleBudgetary Responsibility: NoDirect Reports: NoIndirect Reports: NoPhysical Requirements: Ability to sit, stand, drive, exert minimal force up to 50 pounds, occasionally up to 80 pounds, climb ladders/scaffolding, and work in various weather conditions.Required Education/ExperienceHigh School Diploma or equivalent; Bachelors preferred.1-2 years of customer service, warranty experience, or similar preferred.Required Licensing/CertificationsValid drivers license required.Skills/KnowledgeExceptional customer service and communication skills.Basic construction knowledge.Analytical skills for root-cause analysis.Conflict resolution skills.Computer literacy.Knowledge of cost management principles.Additional InformationThis is a professional, customer-facing role following division dress code requirements.PulteGroup does not accept unsolicited resumes from recruiters without a written agreement. We are an equal opportunity employer and participate in E-Verify. We provide accommodations for applicants with disabilities. #J-18808-Ljbffr
Job Title
Customer Care Manager II