Full-Time
Senior Customer Care Manager
PulteGroup
Homebuilding across multiple buyer segments
No salary listed
Myrtle Beach, SC, USA
In Person
Bachelor's
 Customer Experience & Support (2) |
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- Minimum of 2 years at Customer Care Manager II or equivalent.
- Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types.
- Commitment to delivering high-quality service and diligent follow-up.
- Ability to perform root cause analysis.
- Ability to manage warranty and customer service processes.
- Basic computer skills.
- Skill in conflict resolution to address customer concerns effectively.
- Knowledge of cost management principles and practices.
- Valid driver's license, as driving is an essential function of the position.
- Ability to sit, stand, drive, and move as required; exert up to 50 pounds of force and occasionally up to 80 pounds; climb ladders and scaffolding; and work in heat, rain, cold, and other weather conditions.
- Typically requires a university degree or equivalent experience and a minimum of 6–8 years of prior relevant experience.
- Manage escalated and large warranty issues for closed homes, including insurance and litigation matters.
- Conduct in-person homeowner assessments as needed and determine whether corrective work orders are required.
- Lead root-cause analysis.
- Schedule, organize, and execute service work through vendors in collaboration with the Customer Care Coordinator.
- Manage trades through completion of service requests to customers' satisfaction.
- Perform minor service-related tasks, including adjustments and repairs, as requested.
- Establish and maintain positive customer relationships.
- Confirm the build quality of homes before delivery to customers.
- Act as a customer advocate for managed communities and ensure departments maintain positive customer relationships.
- Determine trade accountability for back charges and purchase orders.
- Authorize payment for completed work up to approval limits.
- Partner with other Customer Care Managers to address escalated homeowner concerns.
- Manage, contain, and continuously improve warranty spending.
- Participate in Lean initiatives to improve divisional efficiency.
- Communicate and facilitate training for Construction Managers on product or process issues to eliminate long-term risk.
- Assist the Process Improvement Manager in identifying major warranty-spend opportunities and developing plans and processes to reduce costs.
- Coach and develop team members to improve performance.
- Drive repeat and referral business by improving customer loyalty through management of feedback and survey responses.
- Manage a team with a focus on policy and strategy implementation.
- Establish operational plans with measurable contributions to area results.
- Provide measurable input to new products, processes, or standards within operational plans.
- Provide guidance, coaching, and training to employees within the job area.
- Manage major or complex projects, including delegation of work and review of work products.
- Perform other duties as assigned.
PulteGroup is a U.S. homebuilding company operating a portfolio of residential brands. Through Pulte Homes, Centex, Del Webb, DiVosta, and John Wieland Homes and Neighborhoods, it builds for first-time, move-up, and active-adult buyers. Its work covers land acquisition, community planning, home design, construction, sales, mortgage-related services, and customer care. Local divisions execute communities while shared teams support purchasing, finance, marketing, technology, and risk management. Roles span construction management, land development, architecture, sales, procurement, mortgage operations, and corporate services.
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