Customer Care Manager II

PRIMARY RESPONSIBILITIES

Conduct in-person homeowner assessments on an as needed basis.

Determine if corrective work order is needed.

Lead root-cause analysis.

Schedule, organize, and execute service work through vendors collaboratively with 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 quality inspections of the home prior to delivery to the customer.

Determine trade accountability for back charges and P.O.'s.

Authorize payment for work performed up to approval limits.

Follow applicable legal protocol and process necessary workflow.

Responsible for customer satisfaction metrics related to customers serviced

MANAGEMENT RESPONSIBILITIES

LEVEL : MENTOR / COACH / FEEDBACK

SCOPE

Decision Impact : Division

Department Responsibility : Single

Budgetary Responsibility : No

Direct Reports : No

Indirect Reports : No

Physical Requirements : Position involves sitting, standing and / or movement, the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull and otherwise move objects.

Must be able to climb ladders, scaffolding and other means to reach and observe all areas of building

Ability to work in various weather conditions heat, rain, cold, etc.

REQUIRED EDUCATION : (degree, licenses, certifications, etc.)

• Minimum High School Diploma or equivalent
• Bachelor’s Degree Preferred
• Valid Driver’s License because driving is an essential function of this position.

REQUIRED EXPERIENCE : (work related, tools / equipment, software, etc.) :

• Minimum of 1-3 years customer service and warranty experience or equivalent
• Strong customer orientation and ability to adapt / respond to different personality types
• Strong emphasis on quality of service and follow-up
• Basic construction skills and knowledge
• Excellent communication and listening skills
• Analytical ability necessary to perform root cause analysis
• Ability to manage warranty / customer service processes
• Basic computer skills
• Conflict resolution skills
• Cost management

PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, Recruiters ) in response to job postings.

If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc.

and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc.

or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.

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.

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Pulte Homes of Minnesota is an equal employment opportunity / affirmative action employer.

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