Customer Care Manager

Pultegroup; Atlanta (GA); On-site; USD 52,000 - 76,000; Full time

Job summary

PulteGroup in the United States is seeking a Service Warranty Specialist responsible for responding to field service requests, conducting in-person homeowner assessments when needed, and coordinating with vendors to determine if corrective work is required.

You will also schedule, organize, and supervise service work, and maintain positive relationships with homeowners to support a high standard of service. The role emphasizes root-cause analysis and adherence to processes.

Qualifications

• Minimum High School Diploma or equivalent.
• Bachelor’s Degree preferred.
• Valid Driver’s License because driving is an essential function of this position.

Responsibilities

• Respond to service requests and manage them per standard processes.
• Conduct in-person homeowner assessments on an as-needed basis.
• Determine if the 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.
• Responsible for quality inspections of the home prior to delivery to the customer.
• Determine trade accountability for back charges and P.O.s.
• Authorize payment for work performed up to approval limits.
• Follow applicable legal protocol and process necessary workflow.
• Responsible for customer satisfaction metrics related to customers serviced.

Skills

Customer service

Communication skills

Analytical ability

Root cause analysis

Warranty processes

Basic computer skills

Conflict resolution

Construction knowledge

Education

High School diploma or equivalent

Bachelor’s degree preferred

Job description

Job Summary

This position is responsible for responding to service requests in the field and managing those requests according to standard processes.

Responsibilities

• Conduct in-person homeowner assessments on an as-needed basis.
• Determine if the 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.
• Responsible for quality inspections of the home prior to delivery to the customer.
• Determine trade accountability for back charges and P.O.s.
• Authorize payment for work performed up to approval limits.
• Follow applicable legal protocol and process necessary workflow.
• Responsible for customer satisfaction metrics related to customers serviced.

Scope

Decision Impact: Division
Department Responsibility: Single
Budgetary Responsibility: No
Direct Reports: No
Indirect Reports: No

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 the building.

Required Education

• Minimum High School Diploma or equivalent
• Bachelor’s Degree Preferred
• Valid Driver’s License because driving is an essential function of this position.

Required Experience

• Minimum of 1-3 years of customer service and warranty experience or equivalent
• Strong customer orientation and ability to adapt/respond to different personality types
• Strong emphasis on quality of service and 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 skills
• Conflict resolution skills
• Cost management

Equal Employment Opportunity Statement

At PulteGroup, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer-inspired means that we reflect the diversity of the consumers we serve.