WE KNOW THAT BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM!

How would you like to be a part of team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.

Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people.

At PulteGroup, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve.

A position with PulteGroup offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with PulteGroup!

Job Summary
The Customer Care Manager II is responsible for managing homeowner service requests in the field and managing those requests 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 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 Coordinator.

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.

Responsible for customer satisfaction metrics related to customers serviced.

Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.

Other duties as assigned.

Management Responsibilities - None

Scope

Decision Impact: Division

Department Responsibility: Single

Budgetary Responsibility: No

Direct Reports: No

Indirect Reports: No

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.

Required Education/Experience

Minimum High School Diploma or equivalent

Bachelor’s Degree preferred

Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred

Required Licensing, Registration and/or Certifications

Valid driver’s license as driving is an essential function of this position 

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

Additional Information

This is a professional customer facing role. Team members will follow division specific dress code requirement.

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.

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.

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Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.

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