Customer Care Manager II

Overview

Manage homeowner warranty service requests, coordinate repairs, ensure satisfaction.

Key Responsibilities

• trade management
• payment authorization
• service execution
• root cause
• quality confirmation
• customer feedback

Tasks

-Manage trades to completion of service requests to customers’ satisfaction. -Determine trade accountability for back charges and field purchase orders (FPOs). -Establish and maintain positive customer relationships. -Authorize payment for work performed up to approval limits. -Perform minor service-related tasks (e.g., adjustments, repairs), as requested. -Follow applicable legal protocol and process necessary workflow. -Conduct in-person homeowner assessments on an as-needed basis: -Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator. -Lead root-cause analysis -Responsible for customer satisfaction metrics related to customers serviced. -Determine if a corrective work order is needed -Responsible for the build quality confirmation of the home before delivery to the customer. -Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.

Requirements

• customer service
• construction
• high school
• bachelor's
• cost management
• communication

What You Bring

-Excellent communication and listening skills -Skilled in conflict resolution to address customer concerns effectively -Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a 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 the building. Ability to work in various weather conditions – heat, rain, cold, etc. -Minimum High School Diploma or equivalent -Analytical ability necessary to perform root cause analysis -Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types -Basic construction skills and knowledge -Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred -Knowledge of cost management principles and practices -Valid driver’s license as driving is an essential function of this position -Ability to manage warranty/customer service processes -Basic computer literacy -Bachelor’s Degree preferred

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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.

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