Customer Care Manager II

PulteGroup - Jacksonville, FL

Full-time - Mid Level

Jacksonville, FL

Construction of Buildings

About the position

The Customer Care Manager II at PulteGroup is responsible for ensuring customer satisfaction through effective management of service requests and quality inspections of homes prior to delivery. This role involves conducting homeowner assessments, leading root-cause analysis, and collaborating with vendors to execute service work. The position emphasizes strong customer relationships and requires a proactive approach to conflict resolution and service quality.

Responsibilities

• Conduct in-person homeowner assessments as needed.
• Determine if corrective work orders are necessary.
• Lead root-cause analysis for service issues.
• Schedule and organize service work through vendors in collaboration with the Customer Care coordinator.
• Manage trades to ensure completion of service requests to customer satisfaction.
• Perform minor service-related tasks such as adjustments and repairs as requested.
• Establish and maintain positive customer relationships.
• Conduct quality inspections of homes prior to delivery to customers.
• Determine trade accountability for back charges and purchase orders.
• Authorize payment for work performed within approval limits.
• Follow applicable legal protocols and process necessary workflows.
• Monitor customer satisfaction metrics related to serviced customers.

Requirements

• High school diploma or GED required; Bachelor's degree preferred.
• Minimum of 1-3 years of customer service and warranty experience or equivalent.
• Strong customer orientation and adaptability to different personality types.
• Emphasis on quality of service and follow-up.
• Basic construction skills and knowledge.
• Excellent communication and listening skills.
• Analytical ability for performing root cause analysis.
• Ability to manage warranty/customer service processes.
• Basic computer skills required.
• Conflict resolution skills necessary.
• Cost management skills.