Field Warranty & Customer Care Lead

PulteGroup; Cleveland (OH); On-site; USD 52,000 - 72,000; Full time

Job summary

PulteGroup in Medina, Ohio is seeking a Customer Care Manager II to oversee homeowner service requests in the field, triage warranty concerns, and drive service to completion across assigned communities.

You will lead assessments, coordinate with vendors, manage trades, and maintain customer relationships while ensuring build quality prior to delivery. This role requires on-site work five days a week and a focus on customer satisfaction.

Qualifications

• Minimum high school diploma or equivalent required.
• Bachelor’s degree preferred.
• 1–2 years of customer service or warranty experience preferred.

Responsibilities

• Conduct in-person homeowner assessments to determine if a corrective work order is needed.
• Schedule, organize, and execute service work with vendors and the Customer Care Coordinator.
• Manage trades to completion to customers’ satisfaction.
• Perform minor service-related tasks such as adjustments and repairs.
• Build and maintain positive customer relationships.
• Confirm build quality before home delivery.
• Determine trade accountability for back charges and field purchase orders.
• Authorize payment for work up to approved limits.
• Monitor customer satisfaction metrics and responses to drive loyalty.
• Other duties as assigned.

Skills

Customer service excellence

Communication skills

Construction knowledge

Root cause analysis

Warranty/process management

Conflict resolution

Cost management basics

Computer literacy

Education

High School Diploma

Bachelor's Degree preferred

Job description

PulteGroup in Medina, Ohio is seeking a Customer Care Manager II to oversee homeowner service requests in the field, triage warranty concerns, and drive service to completion across assigned communities.

You will lead assessments, coordinate with vendors, manage trades, and maintain customer relationships while ensuring build quality prior to delivery. This role requires on-site work five days a week and a focus on customer satisfaction.