Division Manager of Customer Care

Overview

Oversee division customer care, warranty resolution, quality control, and team development.

Key Responsibilities

• warranty management
• defect review
• quality control
• metrics management
• repair coordination
• customer advocacy

Tasks

-Oversees the management of escalated and large warranty issues for closed homes, including insurance/litigation. -Customer advocate for the division; responsible for ensuring other departments are providing the customer experience expected. -Coach and develop team managers. -Supervises Customer Care Department -Reviews architectural plans and actual construction methodologies for identified construction defects. -Develops training, mentoring, evaluation and incentive programs for Customer Care team. -Lead and develop initiatives to retain and develop talent. -Responsible for division customer care metrics. -Creates and implements quality control programs. -Maintain consistent communication with other departments to provide feedback and updates for the Customer Care team. -Responsible for recruiting, interviewing and selecting new hires. -Manages the Customer Care team, coordinating and scheduling the efforts of trade contractor companies to address warranty repairs.

Requirements

• driver’s license
• high school
• bachelor’s
• computer skills
• management
• problem solving

What You Bring

-Strong customer orientation and ability to adapt/respond to different personality types -Problem-solving, analytical and decision-making skills -Valid Driver’s License because driving is an essential function of this position. -Strong time management skills- the ability to operate at a high level on multiple projects in a fluid, changing environment -Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull and otherwise move objects. Must be able to climb ladders, scaffolding and other means to reach and observe all areas of building -Ability to work in various weather conditions - heat, rain, cold, etc. -Strong written/oral communication and interpersonal skills -Minimum High School Diploma or equivalent -Basic computer skills -Strong emphasis on quality of service and follow-up -Bachelor’s Degree Preferred -Experience leading and developing various levels of leaders -Excellent communication and listening skills -Minimum of 2-4 years of management experience

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Benefits

-Full business partner authority

About Pultegroup

-Known for developing high-quality homes and communities across the U.S. -Builds homes that cater to various lifestyle needs, including single-family homes, townhomes, and active adult communities. -Focus on innovation includes incorporating smart home technologies and energy-efficient features into many of their homes. -Continues to grow and adapt to market trends, positioning itself as a leader in residential construction and community development.

Sector Specialisms