Customer Care Manager

Job Summary

This position is responsible for responding to service requests in the field and managing those requests according to standard processes.

• Conduct in-person homeowner assessments on an as-needed basis.
• Determine if the 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 quality inspections of the home prior to delivery to the customer.
• Determine trade accountability for back charges and P.O.s.
• 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.

Decision Impact:
Division
Department Responsibility:
Single
Budgetary Responsibility:
No
Direct Reports:
No
Indirect Reports:
No

Position involves sitting, standing, and/or movement, the ability to exert 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.

• Minimum High School Diploma or equivalent
• Bachelor’s Degree Preferred
• Valid Driver’s License because driving is an essential function of this position.

• Minimum of 1-3 years of customer service and warranty experience or equivalent
• Strong customer orientation and ability to adapt/respond to different personality types
• Strong emphasis on quality of service and 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 skills
• Conflict resolution skills
• Cost management

At Pulte Group, 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.