Assistant Customer Care Manager - Santa Fe, NM

pultegroup; Albuquerque (NM); On-site; USD 42,000 - 64,000; Full time

Job summary

PulteGroup in Albuquerque, NM is seeking a Customer Care Manager to support the building process and ensure high quality workmanship on homes. This role emphasizes on-site collaboration, warranty handling, and customer communication to uphold PulteGroup’s standards.

You will complete orientation, interact with managers, develop literacy in warranty and materials, coordinate on-site inspections, and drive customer loyalty through timely service.

Qualifications

• Excellent verbal and written communication skills.
• Basic computer literacy.
• Demonstrated commitment to customer satisfaction.
• Ability to read blueprints (preferred).
• General knowledge of building codes (preferred).

Responsibilities

• Complete Division and/or Customer Care orientation, onboarding, and training programs (e.g., construction knowledge, job site rules, safety, warranty, Storm Water Pollution Prevention Plan).
• Interact at regular intervals with CFT and/or manager until completion of the CCM Certification
• Develop literacy in construction warranty, root cause analysis, construction and technical language, construction materials, and Pulte Construction Standards.
• Responsible for the build quality confirmation of the home before delivery to the customer.
• Assist other Customer Care Managers and/or direct supervisor in performing their duties and responsibilities, including, but not limited to: Monitor warranty repairs
• Validate service request progression
• Coordinate and conduct on-site warranty inspections
• Submit line items and generate work orders in the service system
• Follow up with homeowners and vendors relating to open service requests
• Gain proficiency in interacting with all customer types with varying communication styles, personalities, and different levels of homeownership experience.
• Gain confidence in working through common service-related items and gain exposure to escalated issues
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Develop independence within the role through on-the-job training and experience.
• Complete the Customer Care Manager Certification before operating independently.
• This is a professional customer facing role. Team members will follow division specific dress code requirements.
• Perform other duties as assigned.

Skills

Verbal & written communication

Computer literacy

Customer satisfaction focus

Blueprint reading

Building codes knowledge

Stakeholder management

Education

University degree or equivalent

Job description

Build a Career That Builds Your Future - with PulteGroup!

Welcome to PulteGroup where we believe in building more than just homes-we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you've come to the right place.

As one of the nation's largest and most respected homebuilders, PulteGroup offers opportunities to grow within a Fortune 500 company that's consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We're driven by the bold purpose of Building Incredible Places for People to Live Their Dreams.

For over 70 years, we've been building more than homes-we've been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey.

Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we're proud to build homes through our trusted family of brands-including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency -all united under the PulteGroup name.

Primary Job Responsibilities

• Complete Division and/or Customer Care orientation, onboarding, and training programs (e.g., construction knowledge, job site rules, safety, warranty, Storm Water Pollution Prevention Plan.


• Interact at regular intervals with CFT and/or manager until completion of the CCM Certification


• Develop literacy in construction warranty, root cause analysis, construction and technical language, construction materials, and Pulte Construction Standards.


• Responsible for the build quality confirmation of the home before delivery to the customer.


• Assist other Customer Care Managers and/or direct supervisor in performing their duties and responsibilities, including, but not limited to: Monitor warranty repairs


• Validate service request progression


• Coordinate and conduct on-site warranty inspections


• Submit line items and generate work orders in the service system


• Follow up with homeowners and vendors relating to open service requests


• Gain proficiency in interacting with all customer types with varying communication styles, personalities, and different levels of homeownership experience.


• Gain confidence in working through common service-related items and gain exposure to escalated issues


• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.


• Develop independence within the role through on-the-job training and experience.


• Complete the Customer Care Manager Certification before operating independently.


• This is a professional customer facing role. Team members will follow division specific dress code requirements.


• Perform other duties as assigned.

Career Level (P1)

Organizational Impact:

• Works to achieve day-to-day objectives with limited impact beyond the level area.


• Work is of limited scope, typically on smaller, less complex projects or task- related activities.


• Work is closely supervised.

Leadership & Talent Management:

• N/A - Jobs at this level are focused on self-development.

Knowledge & Experience:

• Requires theoretical knowledge typically obtained through specific education and training


• Typically requires a University degree or equivalent experience and 0-2 year of prior relevant experience.

Required Skills/Knowledge

• Excellent verbal and written communication skills


• Basic computer literacy


• Demonstrated commitment to customer satisfaction


• Ability to read blueprints preferred


• General knowledge of building codes preferred

Required Licensing, Registration and/or Certifications

• Valid driver's license as driving is an essential function of this position

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.