Customer Care Manager II (Palm Beach Area)

PulteGroup; West Palm Beach (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

PulteGroup is seeking a professional in a customer-facing role focused on home service and warranty processes in the Ft. Lauderdale/Boca area. The position involves conducting homeowner assessments, coordinating with vendors, and ensuring build quality before delivery to homeowners.

You will lead root-cause analyses, manage trades to completion, and maintain strong customer relationships while supporting service excellence and compliance with applicable procedures.

Qualifications

• Exceptional customer service orientation and ability to interact effectively with various personalities.
• Clear and effective communication in writing and speaking.
• Analytical ability to perform root cause analysis for service issues.
• Basic construction knowledge to understand field tasks and repairs.
• Skilled in resolving conflicts and addressing customer concerns professionally.
• Knowledge of cost management principles in service work and warranties.

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 customers’ satisfaction.
• Perform minor service-related tasks (adjustments, repairs) as requested.
• Establish and maintain positive customer relationships and ensure build quality before delivery.
• Authorize payment for work up to approved limits and address vendor performance issues.

Skills

Customer service

Communication

Root cause analysis

Construction basics

Conflict resolution

Cost management

Education

University degree or equivalent experience

Job description

Location

Ft. Lauderdale / Boca 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
• 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

Career Level (P2)

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
• 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

Required Licensing, Registration and/or Certifications

• Valid driver’s license as driving is an essential function of this position

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.

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.