Customer Care Manager II - Houston, TX

Summary

The Customer Care Manager II is responsible for managing homeowner service requests in the field and managing those requests 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.

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.

• Responsible for customer satisfaction metrics related to customers serviced.

• Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.

• Other duties as assigned.

Management Responsibilities

• Not applicable

Scope

• Decision Impact: Division

• Department Responsibility: Single

• Budgetary Responsibility: No

• Direct Reports: No

• Indirect Reports: No

• Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a 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 the building. Ability to work in various weather conditions – heat, rain, cold, etc.

Required Education/Experience

• Minimum High School Diploma or equivalent

• Bachelor’s Degree preferred

• Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred

Required Licensing, Registration and/or Certifications

• Valid driver’s license as driving is an essential function of this position

Required Skills/Knowledge

• Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types

• Committed to delivering high-quality service and diligent 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 literacy

• Skilled in conflict resolution to address customer concerns effectively

• Knowledge of cost management principles and practices

Additional Information

• This is a professional customer facing role.  Team members will follow division specific dress code requirements

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.