Senior Customer Care Manager: Field & Quality Lead

PulteGroup; West Palm Beach (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

PulteGroup is seeking a professional in a customer-facing role focused on home service and warranty processes in the Ft. Lauderdale/Boca area. The position involves conducting homeowner assessments, coordinating with vendors, and ensuring build quality before delivery to homeowners.

You will lead root-cause analyses, manage trades to completion, and maintain strong customer relationships while supporting service excellence and compliance with applicable procedures.

Qualifications

• Exceptional customer service orientation and ability to interact effectively with various personalities.
• Clear and effective communication in writing and speaking.
• Analytical ability to perform root cause analysis for service issues.
• Basic construction knowledge to understand field tasks and repairs.
• Skilled in resolving conflicts and addressing customer concerns professionally.
• Knowledge of cost management principles in service work and warranties.

Responsibilities

• Conduct in-person homeowner assessments on an as-needed basis.
• 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 (adjustments, repairs) as requested.
• Establish and maintain positive customer relationships and ensure build quality before delivery.
• Authorize payment for work up to approved limits and address vendor performance issues.

Skills

Customer service

Communication

Root cause analysis

Construction basics

Conflict resolution

Cost management

Education

University degree or equivalent experience

Job description

PulteGroup is seeking a professional in a customer-facing role focused on home service and warranty processes in the Ft. Lauderdale/Boca area. The position involves conducting homeowner assessments, coordinating with vendors, and ensuring build quality before delivery to homeowners.

You will lead root-cause analyses, manage trades to completion, and maintain strong customer relationships while supporting service excellence and compliance with applicable procedures.