Customer Care Manager II: Elevate Home Experience

pultegroup; Orlando (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

PulteGroup is seeking a professional who will conduct homeowner assessments, lead root-cause analysis, and manage service work with vendors to ensure customer satisfaction. You will build positive relationships and confirm build quality before delivery.

Ideal candidates bring strong communication, basic construction skills, and experience in warranty/customer service processes, with a focus on resolving issues efficiently and maintaining quality standards.

Qualifications

• Requires practical knowledge 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.

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.

Skills

Exceptional customer service

Basic construction skills

Excellent communication

Analytical ability

Warranty/customer service management

Basic computer literacy

Conflict resolution

Cost management knowledge

Education

University degree or equivalent experience

Job description

PulteGroup is seeking a professional who will conduct homeowner assessments, lead root-cause analysis, and manage service work with vendors to ensure customer satisfaction. You will build positive relationships and confirm build quality before delivery.

Ideal candidates bring strong communication, basic construction skills, and experience in warranty/customer service processes, with a focus on resolving issues efficiently and maintaining quality standards.