Customer Care Manager II

Job Description: Summary The Customer Care Manager II is a "field" role responsible for managing service requests in the field according to standard processes, including meeting with customers, triaging warranty concerns, and managing the repair to completion for all requests in his\/her assigned area. The primary responsibility of the Customer Care Manager II is to respond to service requests in the field and manage those requests according to standard processes. The Customer Care Manager II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion. The CCM II will assist with managing risk and litigation claims stemming from warranty issues, and support the division with CCM training and SR reporting to division leadership. Primary Job Responsibilities Conduct in-person homeowner assessments on an as-needed basis: Determine if a corrective work order is needed. Lead root-cause analysis. Schedule, organize, and execute service work through vendors collaboratively with the Customer Care team. Manage trades to completion of service requests to customers' satisfaction. Perform minor service-related tasks (e.g., adjustments, repairs), as requested. Establish and maintain positive customer relationships. Responsible for the build quality confirmation of the home before delivery to the customer. Determine trade accountability for back charges and field purchase orders (FPOs). Authorize payment for work performed up to approval limits. Follow applicable legal protocol and process necessary workflow. Address vendor performance issues. Responsible for customer satisfaction metrics related to customers serviced. This is a professional customer facing role. Team members will follow division specific dress code requirements. Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses. Perform other duties as assigned. Career Level (P2) Organizational Impact: Works to achieve day-to-day objectives with moderate impact on the area. Works independently on larger, moderately complex projects/assignments. Sets objectives for own area to meet the objectives or goals of projects and assignments. May assist other professionals with tasks and assignments. Leadership & Talent Management May provide guidance and assistance to entry level professionals and/or support employees. Knowledge & Experience Requires practical knowledge of area typically obtained through advanced education combined with experience. Typically requires a University degree or equivalent experience and minimum 2-4 years of prior relevant experience. Required Skills/Knowledge Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types Committed to delivering high-quality service and diligent follow-up Basic construction skills and knowledge Excellent communication and listening skills Analytical ability necessary to perform root cause analysis Ability to manage warranty/customer service processes Basic computer literacy Skilled in conflict resolution to address customer concerns effectively Knowledge of cost management principles and practices Required Licensing, Registration and/or Certifications Valid driver's license as driving is an essential function of this position.

Physical Requirements: The position may involve sitting, standing, driving, and\/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions – heat, rain, cold, etc. PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, "Recruiters") in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System. Equal Opportunity We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job. E-Verify This Organization Participates in e-Verify California Privacy Policy Here at PulteGroup: We will not send correspondence from any non-PulteGroup email (for example, we will not contact you via a gmail, yahoo or outlook email address) We conduct our interviews in person or via phone or Teams/Zoom video (we would never conduct an interview via text message or Teams chat) We will not issue you a check as part of your onboarding for any reason (including for supplies, home office equipment, computers, etc.) We will not request money as part of your interview or onboarding process If you suspect you have been contacted by a scammer and would like to verify the legitimacy of an offer, please contact Recruiting@Pulte.com. PulteGroup Employee Benefits Comprehensive, Flexible and Affordable Healthcare Coverage Options Supplemental Healthcare Coverage Opportunities PTO and Work/Life Benefits Health Advocacy and Wellness Retirement Plan with Company Match Education and Employee Assistance Programs Paid Parental Leave and Adoption Benefits Mortgage Financing Discounts through Pulte Mortgage