Customer Care Manager II

PulteGroup; Philadelphia (Philadelphia County); On-site; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company that has been fulfilling the American Dream of homeownership for over 60 years. As a Customer Care Manager II, you will play a crucial role in managing homeowner service requests and ensuring customer satisfaction. This position involves conducting assessments, managing warranty concerns, and collaborating with vendors to deliver exceptional service. With a commitment to diversity and inclusion, this innovative firm values the contributions of every team member. If you're passionate about customer service and want to make a positive impact, this is the perfect opportunity for you.

Qualifications

• 1-2 years of customer service or warranty experience preferred.
• Valid driver’s license is essential for this position.

Responsibilities

• Manage homeowner service requests and warranty concerns.
• Conduct in-person homeowner assessments and lead root-cause analysis.
• Establish positive customer relationships and ensure satisfaction.

Skills

Exceptional customer service orientation

Basic construction skills

Excellent communication and listening skills

Analytical ability for root cause analysis

Conflict resolution skills

Basic computer literacy

Education

High School Diploma or equivalent

Bachelor’s Degree

Job description

WE KNOW THAT BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM!

How would you like to be a part of a team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.

Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people.

At PulteGroup, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve.

A position with PulteGroup offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with PulteGroup!

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 CCMII will assist with managing risk and litigation claims stemming from warranty issues and support the division with SR reporting to division leadership.

This position will be located onsite in the Horsham, PA area.

Primary Job Responsibilities

1. Conduct in-person homeowner assessments on an as-needed basis.
2. Determine if a corrective work order is needed.
3. Lead root-cause analysis.
4. Schedule, organize, and execute service work through vendors collaboratively with the Customer Care Coordinator.
5. Manage trades to completion of service requests to customers’ satisfaction.
6. Perform minor service-related tasks (e.g., adjustments, repairs), as requested.
7. Establish and maintain positive customer relationships.
8. Responsible for the build quality confirmation of the home before delivery to the customer.
9. Determine trade accountability for back charges and field purchase orders (FPOs).
10. Authorize payment for work performed up to approval limits.
11. Follow applicable legal protocol and process necessary workflow.
12. Responsible for customer satisfaction metrics related to customers serviced.
13. Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
14. Other duties as assigned.

Management Responsibilities - None

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

1. Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types.
2. Committed to delivering high-quality service and diligent follow-up.
3. Basic construction skills and knowledge.
4. Excellent communication and listening skills.
5. Analytical ability necessary to perform root cause analysis.
6. Ability to manage warranty/customer service processes.
7. Basic computer literacy.
8. Skilled in conflict resolution to address customer concerns effectively.
9. 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.