Customer Care Manager II

Job Summary

The Customer Care Manager II is responsible for managing homeowner service requests in the field and handling those requests according to standard processes, including meeting with customers, triaging warranty concerns, and overseeing repairs to completion for all requests in his/her assigned area. The primary responsibility is to respond to service requests in the field and manage those requests. The CCM II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion.

The CCM II will also assist with managing risk and litigation claims stemming from warranty issues and support the division with CCM training and SR reporting to division leadership.

• Conduct in‑person homeowner assessments on an as‑needed basis and determine if a corrective work order is needed.
• Lead root‑cause analysis investigations related to service requests.
• Schedule, organize, and execute service work through vendors in collaboration with the Customer Care Coordinator.
• Manage trades to completion of service requests, ensuring customer satisfaction.
• Perform minor service‑related tasks (e.g., adjustments, repairs) as requested.
• Establish and maintain positive customer relationships.
• Confirm build quality of the home before delivery to the customer.
• 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 necessary workflow.
• Track and report customer satisfaction metrics related to serviced customers.
• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
• Perform other duties as assigned.

The position may involve sitting, standing, driving, and/or movement. The employee must be able to exert a minimal force of up to 50pounds and occasionally up to 80pounds to carry, lift, push, pull, and otherwise move objects, climb ladders, scaffolding, and other means to reach and observe all areas of the building, and work in various weather conditions—heat, rain, cold, etc.

• Minimum high school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 1–2 years of customer service, warranty experience, or equivalent preferred.

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

• Exceptional customer service orientation and ability to adapt to various personalities.
• Commitment to delivering high‑quality service and diligent follow‑up.
• Basic construction knowledge and skills.
• Excellent communication and listening skills.
• Analytical ability necessary to perform root‑cause analysis.
• Ability to manage warranty/customer service processes.
• Basic computer literacy.
• Skill in conflict resolution to address customer concerns effectively.
• Knowledge of cost‑management principles and practices.

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.

• Comprehensive, flexible, and affordable healthcare coverage options.
• Supplemental healthcare coverage opportunities.
• Paid time off and work/life benefits.
• Health advocacy and wellness programs.
• Retirement plan with company match.
• Education and employee assistance programs.
• Paid parental leave and adoption benefits.
• Mortgage financing discounts through Pulte Mortgage.