Customer Care Manager

Build a Career That Builds Your Future - with PulteGroup! Welcome to PulteGroup where we believe in building more than just homes-we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you've come to the right place. As one of the nation's largest and most respected homebuilders, PulteGroup offers opportunities to grow within a Fortune 500 company that's consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We're driven by the bold purpose of Building Incredible Places for People to Live Their Dreams. For over 70 years, we've been building more than homes-we've been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey. Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we're proud to build homes through our trusted family of brands-including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency -all united under the PulteGroup name. Job Summary The Customer Care Manager II is a "field" role responsible for managing service requests in the field according to standard processes, including meeting with customers, triaging warranty concerns, and managing the repair to completion for all requests in his/her assigned area. The primary responsibility of the Customer Care Manager II is to respond to service requests in the field and manage those requests according to standard processes. The Customer Care Manager II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion. The CCM II will assist with managing risk and litigation claims stemming from warranty issues, and support the division with CCM training and SR reporting to division leadership. This position requires onsite attendance 5 days per week at assigned communities in the Louisville, Kentucky area. Primary Job Responsibilities Conduct in-person homeowner assessments on an as-needed basis: Determine if a 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 the build quality confirmation of the home before delivery to the customer. Determine trade accountability for back charges and field purchase orders (FPOs). Authorize payment for work performed up to approval limits. Follow applicable legal protocol and process necessary workflow. Address vendor performance issues. Responsible for customer satisfaction metrics related to customers serviced. This is a professional customer facing role. Team members will follow division specific dress code requirements. Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses. Perform other duties as assigned. Career Level (P2) Organizational Impact Works to achieve day-to-day objectives with moderate impact on the area. Works independently on larger, moderately complex projects/assignments. Sets objectives for own area to meet the objectives or goals of projects and assignments. May assist other professionals with tasks and assignments. Leadership & Talent Management May provide guidance and assistance to entry level professionals and/or support employees. Knowledge & Experience Requires practical knowledge of area typically obtained through advanced education combined with experience. TypicallyrequiresaUniversitydegreeorequivalentexperienceandminimum2-4yearsofpriorrelevantexperience. Required Skills/Knowledge Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types Committedto deliveringhigh-qualityserviceanddiligentfollow-up Basic construction skills and knowledge Excellentcommunicationandlisteningskills Analyticalabilitynecessarytoperformrootcauseanalysis Abilitytomanagewarranty/customerserviceprocesses Basiccomputerliteracy Skilledinconflictresolutiontoaddresscustomerconcernseffectively Knowledgeofcostmanagementprinciplesandpractices Required Licensing, Registration and/or Certifications Valid driver's license as drivingisanessentialfunctionofthisposition Physic #J-18808-Ljbffr