Customer Care Manager II - Ocala, FL

PulteGroup; Gainesville (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

PulteGroup is hiring for a customer-facing role in Gainesville, Florida, focusing on conducting homeowner assessments, managing service requests, and maintaining customer satisfaction. Candidates should have a minimum of a High School Diploma and ideally possess 1-2 years of customer service or warranty experience. Key skills include excellent communication, analytical abilities for root cause analysis, and basic construction knowledge. This professional position requires a valid driver's license, highlighting the need for adaptability and effective customer interaction.

Qualifications

• Minimum of 1-2 years of customer service or warranty experience preferred.
• Ability to adapt and interact effectively with various personality types.
• Committed to delivering high-quality service.

Responsibilities

• Conduct in-person homeowner assessments.
• Schedule and execute service work through vendors.
• Manage trades to complete service requests.

Skills

Customer service orientation

Communication skills

Basic construction skills

Analytical ability

Conflict resolution

Basic computer literacy

Education

High School Diploma or equivalent

Bachelor’s Degree (preferred)

Job description

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.