Customer Care Manager II
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About The Position
As a Customer Care Manager II at PulteGroup, you will play a pivotal role in ensuring customer satisfaction by responding to service requests in the field and managing those requests according to established processes. This position is essential in maintaining the high standards of quality that PulteGroup is known for, as you will be the primary point of contact for homeowners, conducting in-person assessments and determining the need for corrective work orders. Your responsibilities will include leading root-cause analysis to identify issues and scheduling service work through vendors in collaboration with the Customer Care coordinator. You will manage trades to ensure that service requests are completed to the satisfaction of our customers, performing minor service-related tasks as needed. In addition to managing service requests, you will be responsible for conducting quality inspections of homes prior to delivery to customers, ensuring that all work meets PulteGroup's quality standards. You will also determine trade accountability for back charges and purchase orders, authorizing payments for work performed within your approval limits. Your role will require you to follow applicable legal protocols and manage the workflow necessary to maintain customer satisfaction metrics related to the services provided. This position is not only about managing tasks but also about establishing and maintaining positive relationships with customers, ensuring that their needs are met and that they feel valued throughout the process.
