Customer Care Manager II

PulteGroup; Jacksonville (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

PulteGroup is seeking a customer-focused professional to join our on-site service team. You will perform homeowner assessments, coordinate with vendors, and ensure quality before home delivery.

A background in construction and strong communication will help you excel in this role. With 2-4 years of relevant experience and a commitment to exceptional customer service, you will build relationships with homeowners, manage field trades, and support continuous improvement in service delivery across

Qualifications

• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types.
• Basic construction skills and knowledge.
• Excellent communication and listening skills.

Responsibilities

• Conduct in-person homeowner assessments on an as-needed basis.
• Determine if a corrective work order is needed and lead root-cause analysis.
• Schedule, organize, and execute service work through vendors with the Customer Care Coordinator.
• Manage trades to completion of service requests to customer satisfaction.
• Perform minor service-related tasks (e.g., adjustments, repairs) as requested.
• Establish and maintain positive customer relationships and ensure build quality before delivery.

Skills

Customer service

Construction basics

Communication skills

Education

University degree or equivalent experience

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.

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.
• Address vendor performance issues.
• Responsible for customer satisfaction metrics related to customers serviced.
• This is a professional customer facing role. Team members will follow division specific dress code requirements.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Perform other duties as assigned.

Organizational Impact:

• Works to achieve day-to-day objectives with moderate impact on the area.
• Works independently on larger, moderately complex projects/assignments.
• Sets objectives for own area to meet the objectives or goals of projects and assignments.
• May assist other professionals with tasks and assignments.

Leadership & Talent Management:

• May provide guidance and assistance to entry level professionals and/or support employees.

Knowledge & Experience:

• Requires practical knowledge of area typically obtained through advanced education combined with experience.
• Typically requires a University degree or equivalent experience and minimum 2-4 years of prior relevant experience.

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...