Customer Care Manager II

Innovative Construction Group; Carmel (IN); On-site; USD 60,000 - 80,000; Full time

Job summary

PulteGroup is seeking a Customer Care Manager II in the Indianapolis area. This professional will manage homeowner service requests, triage warranty issues, and oversee repairs to ensure customer satisfaction and quality.

The role requires onsite attendance five days a week and interaction with vendors and homeowners to resolve concerns efficiently. The successful candidate will use strong communication, root-cause analysis, and cost management skills to minimize risk and drive service

Qualifications

• Minimum High School Diploma or equivalent.
• Bachelor’s Degree preferred.
• Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred.

Responsibilities

• Conduct in-person homeowner assessments to determine if a corrective work order is needed.
• Lead root-cause analysis for warranty issues.
• Schedule, organize, and execute service work through vendors with the Customer Care Coordinator.
• Manage trades to completion to homeowner satisfaction.
• Perform minor service-related tasks as requested.
• Establish and maintain positive customer relationships.
• Ensure build quality confirmation before home delivery.
• Determine trade accountability for back charges and field purchase orders.

Skills

Customer service

Communication

Root cause analysis

Conflict resolution

Cost management

Warranty processes

Computer literacy

Quality service

Teamwork

Education

High School Diploma or equivalent

Bachelor’s Degree preferred

Job description

## Customer Care Manager IIApply: Carmel, IN: Full time: Posted 30+ Days Ago: JR8497Build 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.Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact**Job Summary**The Customer Care Manager II is responsible for managing homeowner service requests in the field and managing those requests according to standard processes, including meeting with customers, triaging warranty concerns, and managing the repair to completion for all requests in his/her assigned area. The primary responsibility of the Customer Care Manager II is to respond to service requests in the field and manage those requests according to standard processes. The Customer Care Manager II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion. The CCM II will assist with managing risk and litigation claims stemming from warranty issues and support the division with CCM training and SR reporting to division leadership.**This position requires onsite attendance 5 days per week in the Indianapolis area.****Primary Job Responsibilities*** Conduct in-person homeowner assessments on an as-needed basis: + Determine if a 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 the build quality confirmation of the home before delivery to the customer.* Determine trade accountability for back charges and field purchase orders (FPOs).* 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.* Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.* Other duties as assigned.**Management Responsibilities*** Not applicable**Scope*** Decision Impact: Division* Department Responsibility: Single* Budgetary Responsibility: No* Direct Reports: No* Indirect Reports: No* 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.**Required Education/Experience*** Minimum High School Diploma or equivalent* Bachelor’s Degree preferred* Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred**Required Licensing, Registration and/or Certifications*** Valid driver’s license as driving is an essential function of this position**Required Skills/Knowledge*** Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types* Committed to delivering high-quality service and diligent 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 literacy* Skilled in conflict resolution to address customer concerns effectively* Knowledge of cost management principles and practices**Additional Information*** This is a professional customer facing role. Team members will follow division specific dress code requirements###