Customer Care Manager

How would you like to be a part of team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.

Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people. At PulteGroup, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve. A position with PulteGroup offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with PulteGroup!

We are currently seeking a talented and experienced CUSTOMER CARE MANAGER to join our team of top performers.

WHAT YOU’LL DO:

• 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

WHAT YOU’LL NEED:

• Minimum High School Diploma or equivalent Bachelor Degree preferred.
• Related Functional Experience: 2-4 years of customer service and warranty experience.
• Basic construction experience/knowledge.
• Basic computer skills including Microsoft Office and ability to learn new software.
• Desire to learn and pursue professional development.
• Strong customer orientation and ability to adapt/respond to different personality types.
• Strong emphasis on quality of service and follow-up.
• Excellent communication, listening, and dispute resolution skills.
• Analytical ability necessary to perform root cause analysis.
• Cost management skills.

WHAT YOU’LL GET:

• A competitive pay for performance compensation package including bonus opportunities
• Excellent benefits including medical, dental, vision, 401(k), paid vacation and holidays
• Positive and exciting company culture with plenty of room for growth and professional development

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Ability to Relocate:

• Cleveland, OH: Relocate before starting work (Required)

Work Location: In person