Customer Care Manager II (Palm Beach Area)

Innovative Construction Group; West Palm Beach (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

PulteGroup in the Palm Beach area seeks a professional Service Coordinator to conduct in-person homeowner assessments, determine corrective work orders, and lead root-cause analysis for warranty issues.

The role involves coordinating with vendors, managing trades to completion, and maintaining positive customer relationships while ensuring build quality before delivery to homeowners. A university degree or equivalent experience is preferred, with 2–4 years in related work.

Qualifications

• Exceptional customer service orientation.
• Excellent communication and listening skills.
• Analytical ability for root-cause analysis and problem solving.
• Basic construction skills and knowledge.
• Knowledge of cost management principles and practices.
• Ability to manage warranty/customer service processes.
• Basic computer literacy.
• Skilled in conflict resolution to address customer concerns effectively.

Responsibilities

• Conduct in-person homeowner assessments and determine if a corrective work order is needed.
• Lead root-cause analysis and coordinate service work with vendors.
• Manage trades to completion of service requests to customers’ satisfaction.
• Establish and maintain positive customer relationships and ensure build quality before delivery.
• Determine trade accountability for back charges and field purchase orders.
• Address vendor performance issues and support warranty workflows.

Skills

Customer service

Communication skills

Listening skills

Analytical ability

Conflict resolution

Construction knowledge

Computer literacy

Cost management

Warranty management

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.Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact# **\\*\\*Palm Beach 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.