Senior Customer Care Manager — Homeowner Experience

PulteGroup; Greenville (SC); On-site; USD 55,000 - 78,000; Full time

Job summary

PulteGroup is seeking a customer-facing professional to lead on-site homeowner assessments, coordinate with vendors, and ensure quality workmanship before home delivery. You will manage trades, drive customer satisfaction, and support warranty processes in a fast-paced, field-based role.

The ideal candidate demonstrates strong communication, basic construction knowledge, and the ability to analyze issues, resolve conflicts, and uphold cost controls while delivering top-tier service.

Qualifications

• Exceptional customer service orientation and ability to adapt to various personalities.
• Basic construction knowledge and practical application.
• Excellent communication and listening skills.
• University degree or equivalent experience with 2–4 years of prior relevant experience.

Responsibilities

• Conduct in-person homeowner assessments to determine if a corrective work order is needed.
• Lead root-cause analysis and coordinate with Customer Care Coordinator.
• Schedule, organize, and execute service work through vendors.
• 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.
• Confirm build quality before delivery to the customer.
• Determine trade accountability for back charges and FPOs.
• Authorize payment for work performed up to approval limits.
• Follow applicable legal protocol and required workflows.
• Address vendor performance issues.
• Drive repeat and referral business by improving customer loyalty via feedback and surveys.
• Perform other duties as assigned.

Skills

Customer service

Construction knowledge

Communication skills

Analytical thinking

Warranty management

Computer literacy

Conflict resolution

Cost management

Education

University degree or equivalent experience

Job description

PulteGroup is seeking a customer-facing professional to lead on-site homeowner assessments, coordinate with vendors, and ensure quality workmanship before home delivery. You will manage trades, drive customer satisfaction, and support warranty processes in a fast-paced, field-based role.

The ideal candidate demonstrates strong communication, basic construction knowledge, and the ability to analyze issues, resolve conflicts, and uphold cost controls while delivering top-tier service.