Home Warranty & Customer Care Manager

PulteGroup Inc.; Myrtle Beach (SC); On-site; USD 65,000 - 95,000; Full time

Job summary

PulteGroup, Inc. in Myrtle Beach, SC is seeking a Customer Care Manager II to oversee homeowner service activities and lead root-cause analysis.

You will manage trades, coordinate with vendors, and ensure high satisfaction by maintaining strong customer relationships and guiding build-quality checks before delivery. The role emphasizes service excellence, data-driven improvement, and adherence to processes.

Qualifications

• Advanced education with experience; a university degree or equivalent.
• Minimum 2–4 years of relevant experience.
• Exceptional customer service orientation and follow-up.
• Excellent verbal and written communication skills.
• Analytical ability for root cause analysis.
• Ability to manage warranty and customer service processes.
• Basic construction knowledge to interpret field issues.

Responsibilities

• Conduct in-person homeowner assessments and determine if a corrective work order is needed.
• Lead root-cause analysis and drive resolution.
• Schedule and execute service work with vendors via the Customer Care Coordinator.
• Manage trades to completion to customer satisfaction.
• Perform minor service tasks (adjustments, repairs) as requested.
• Maintain positive customer relationships throughout the process.
• Confirm build quality before home delivery.
• Determine trade accountability for back charges and FPOs.
• Authorize payments for work within approval limits.
• Follow legal protocols and required workflows.
• Address vendor performance issues and accountability.
• Contribute to customer satisfaction metrics for serviced customers.
• Drive repeat/referral business via feedback and surveys.

Skills

Customer service

Communication skills

Root cause analysis

Construction knowledge

Vendor management

Conflict resolution

Computer literacy

Education

University degree or equivalent

Job description

PulteGroup, Inc. in Myrtle Beach, SC is seeking a Customer Care Manager II to oversee homeowner service activities and lead root-cause analysis.

You will manage trades, coordinate with vendors, and ensure high satisfaction by maintaining strong customer relationships and guiding build-quality checks before delivery. The role emphasizes service excellence, data-driven improvement, and adherence to processes.