Field Warranty & Customer Care Manager II

PulteGroup; Carmel (IN); In loco; USD 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

PulteGroup is seeking a Customer Care Manager II to oversee homeowner service requests in the field, triage warranty concerns, and manage repairs to completion in the Indianapolis area. This onsite role requires proactive customer engagement and cross-functional collaboration to ensure service quality and risk mitigation.

The CCM II will manage warranty issues, support training, and provide SR reporting to division leadership, with a focus on reducing risk and delivering excellent outcomes for

Competenze

• Minimum High School Diploma or equivalent; Bachelor’s degree preferred.
• 1–2 years of customer service, warranty experience, or equivalent preferred.
• Valid driver’s license required; driving is an essential function of the role.

Mansioni

• Conduct in-person homeowner assessments as needed.
• Schedule, organize, and execute service work through vendors with the Customer Care Coordinator.
• Manage trades to completion to customers’ satisfaction.
• Perform minor service-related tasks (e.g., adjustments, repairs).
• Establish and maintain positive customer relationships.
• Responsible for build quality confirmation before delivery to the customer.
• Determine trade accountability for back charges and FPOs.
• Authorize payments for work performed up to approved limits.
• Follow applicable legal protocols and necessary workflows.
• Monitor customer satisfaction metrics related to serviced customers.
• Drive repeat and referral business by improving customer loyalty through feedback and surveys.
• Other duties as assigned.

Conoscenze

Customer service

Communication

Analytical thinking

Computer literacy

Conflict resolution

Cost management

Warranty management

Problem solving

Formazione

High school diploma

Bachelor’s degree preferred

Descrizione del lavoro

PulteGroup is seeking a Customer Care Manager II to oversee homeowner service requests in the field, triage warranty concerns, and manage repairs to completion in the Indianapolis area. This onsite role requires proactive customer engagement and cross-functional collaboration to ensure service quality and risk mitigation.

The CCM II will manage warranty issues, support training, and provide SR reporting to division leadership, with a focus on reducing risk and delivering excellent outcomes for