Customer Care Manager II

PulteGroup; Alpharetta (GA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated individual to enhance customer satisfaction through effective service management. In this role, you will conduct homeowner assessments, lead root-cause analysis, and oversee service requests to ensure quality and timely completion. Your strong customer orientation and analytical skills will be vital as you maintain positive relationships and monitor satisfaction metrics. Ideal candidates will possess a high school diploma, with a preference for a bachelor's degree, and have experience in customer service and warranty processes. Join a team that values quality service and customer care!

Qualifications

• 1-3 years of customer service and warranty experience.
• Strong customer orientation and adaptability.

Responsibilities

• Conduct in-person homeowner assessments to determine corrective work.
• Oversee trades to ensure service request completion.
• Monitor customer satisfaction metrics related to serviced customers.

Skills

Customer Service

Analytical Skills

Communication Skills

Basic Construction Skills

Cost Management

Education

High School Diploma

Bachelor's Degree

Tools

Basic Computer Skills

Job description

Conduct in-person homeowner assessments as needed to determine if corrective work is required.

Lead root-cause analysis and manage service work through vendors collaboratively with the Customer Care coordinator.

Oversee trades to ensure completion of service requests to customer satisfaction.

Perform minor service-related tasks such as adjustments and repairs as requested.

Establish and maintain positive customer relationships and ensure quality inspections of homes prior to delivery.

Determine trade accountability for back charges and P.O.s, and authorize payments within approval limits.

Follow applicable legal protocols and workflows to ensure compliance.

Monitor customer satisfaction metrics related to serviced customers.

MANAGEMENT RESPONSIBILITIES
LEVEL: MENTOR / COACH / FEEDBACK

SCOPE

Decision Impact: Division

Department Responsibility: Single

Budgetary Responsibility: No

Direct Reports: No

Indirect Reports: No

Physical Requirements: Ability to sit, stand, exert minimal force up to 50 pounds, and occasionally up to 80 pounds. Must be able to climb ladders and scaffolding to access all building areas. Ability to work in various weather conditions.

REQUIRED EDUCATION: Minimum High School Diploma or equivalent; Bachelor’s Degree preferred; Valid Driver’s License required.

REQUIRED EXPERIENCE:

• 1-3 years customer service and warranty experience or equivalent
• Strong customer orientation and adaptability
• Focus on quality service and follow-up
• Basic construction skills and knowledge
• Excellent communication and listening skills
• Analytical skills for root cause analysis
• Experience managing warranty/customer service processes
• Basic computer skills
• Cost management experience

Note: The legal and equal opportunity statements are retained as is.