Customer Experience Manager II

PulteGroup; Myrtle Beach (SC); On-site; USD 60,000 - 90,000; Full time

Job summary

PulteGroup is seeking a professional, customer-facing Field Service/Customer Care professional in Myrtle Beach to conduct homeowner assessments, coordinate service work with vendors, and ensure high-quality delivery. The role emphasizes root-cause analysis, warranty processes, and strong vendor management.

With a focus on customer satisfaction, you will maintain relationships, manage back charges, and authorize payments within approved limits, contributing to a positive homebuilding experience.

Qualifications

• Exceptional customer service orientation with the ability to interact effectively with various personality types.
• Excellent communication and listening skills.
• Analytical ability to perform root cause analysis.
• Ability to manage warranty/customer service processes.
• Basic computer literacy and cost management understanding.

Responsibilities

• Conduct in-person homeowner assessments on an as-needed basis to 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 (e.g., adjustments, repairs) as requested.
• Establish and maintain positive customer relationships and ensure build quality confirmation before delivery.
• Determine trade accountability for back charges and field purchase orders (FPOs).
• Authorize payment for work performed up to approval limits and follow applicable legal protocol.
• Address vendor performance issues and drive customer satisfaction metrics.

Education

University degree or equivalent experience

Job description

PulteGroup is seeking a professional, customer-facing Field Service/Customer Care professional in Myrtle Beach to conduct homeowner assessments, coordinate service work with vendors, and ensure high-quality delivery. The role emphasizes root-cause analysis, warranty processes, and strong vendor management.

With a focus on customer satisfaction, you will maintain relationships, manage back charges, and authorize payments within approved limits, contributing to a positive homebuilding experience.