Customer Care Manager II - Braselton, GA

Primary Job Responsibilities

• Conduct in‑person homeowner assessments as needed: determine if a corrective work order is required.
• Lead root‑cause analysis.
• Schedule, organize, and execute service work through vendors in collaboration with the Customer Care Coordinator.
• Manage trades to completion of service requests to customer satisfaction.
• Perform minor service‑related tasks (e.g., adjustments, repairs) as requested.
• Establish and maintain positive customer relationships.
• Ensure build quality confirmation of the home before delivery.
• Determine trade accountability for back charges and field purchase orders (FPOs).
• Authorize payment for work performed within approval limits.
• Follow applicable legal protocol and process the necessary workflow.
• Track customer satisfaction metrics and manage feedback and survey responses to drive repeat and referral business.
• Perform other duties as assigned.

• Sitting, standing, driving, and/or movement; able to exert a minimal force of up to 50 pounds and occasionally up to 80 pounds.
• Ability to climb ladders, scaffolding, and other means to reach all areas of the building.
• Work in various weather conditions – heat, rain, cold, etc.

Minimum High School Diploma or equivalent. Bachelor’s Degree preferred.

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

Valid driver’s license (as driving is an essential function).

• Exceptional customer service orientation with ability to adapt to 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 for 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.

• 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.

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.

This organization participates in e‑Verify.