Customer Care Manager II

Pulte Homes of Indiana, LLC

Carmel (IN)

On-site

USD 65,000 - 90,000

Full time

6 days ago

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Benefits offered by this job

Healthcare options

PTO and Work/Life Benefits

Retirement plan

Education programs

Job summary

PulteGroup in Indianapolis is seeking a Customer Care Manager II to oversee homeowner service requests in the field, triage warranty issues, and drive repairs to completion in accordance with standard processes. This on-site role requires strong customer service skills and basic construction knowledge.

This position supports managing risk and training, and requires a High School Diploma with a Bachelor's degree preferred. On-site work in the Indianapolis area is required.

Qualifications

Exceptional customer service orientation and ability to interact with diverse personalities.
1–2 years of customer service or warranty experience preferred.
Requires valid driver's license and basic computer literacy.

Responsibilities

Conduct in-person homeowner assessments to determine if a corrective work order is needed.
Lead root-cause analysis of issues in the field.
Schedule, organize, and execute service work with vendors and the Customer Care Coordinator.

Skills

Customer service

Warranty experience

Communication

Root cause analysis

Construction basics

CRM proficiency

Conflict resolution

Cost management

Education

High School Diploma

Bachelor's degree preferred

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.

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:

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. PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, 'Recruiters') in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job. This Organization Participates in e-Verify. Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer. California Privacy Policy. Here at PulteGroup: We will not send correspondence from any non-PulteGroup email (for example, we will not contact you via a gmail, yahoo or outlook email address). We conduct our interviews in person or via phone or Teams/Zoom video (we would never conduct an interview via text message or Teams chat). We will not issue you a check as part of your onboarding for any reason (including for supplies, home office equipment, computers, etc.). We will not request money as part of your interview or onboarding process.

PulteGroup Employee Benefits