Customer Care Manager II

PulteGroup; Cleveland (OH); On-site; USD 52,000 - 72,000; Full time

Job summary

PulteGroup in Medina, Ohio is seeking a Customer Care Manager II to oversee homeowner service requests in the field, triage warranty concerns, and drive service to completion across assigned communities.

You will lead assessments, coordinate with vendors, manage trades, and maintain customer relationships while ensuring build quality prior to delivery. This role requires on-site work five days a week and a focus on customer satisfaction.

Qualifications

• Minimum high school diploma or equivalent required.
• Bachelor’s degree preferred.
• 1–2 years of customer service or warranty experience preferred.

Responsibilities

• Conduct in-person homeowner assessments to determine if a corrective work order is needed.
• Schedule, organize, and execute service work with vendors and the Customer Care Coordinator.
• Manage trades to completion to customers’ satisfaction.
• Perform minor service-related tasks such as adjustments and repairs.
• Build and maintain positive customer relationships.
• Confirm build quality before home delivery.
• Determine trade accountability for back charges and field purchase orders.
• Authorize payment for work up to approved limits.
• Monitor customer satisfaction metrics and responses to drive loyalty.
• Other duties as assigned.

Skills

Customer service excellence

Communication skills

Construction knowledge

Root cause analysis

Warranty/process management

Conflict resolution

Cost management basics

Computer literacy

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.

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 is to respond to service requests in the field and manage those requests according to standard processes. The CCM 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 at assigned communities in the Medina, Ohio 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

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.