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Customer Care Manager III

3 months ago

Pleasanton, California, United States PulteGroup Full time

We know that BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM

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

JOB SUMMARY

Primary responsibility for responding to day to day and complex/large service requests and managing those requests according to standard processes. Manages risk and litigation issues stemming from warranty issues.

PRIMARY RESPONSIBILITIES

  • Manage escalated and large warranty issues for closed homes, including insurance/litigation
  • 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.
  • Operate as a customer advocate for the communities managed, ensuring all departments maintain positive customer relationships.
  • Determine trade accountability for back charges and P.O.'s.
  • Authorize payment for work performed up to approval limits.
  • Work with active legal cases, following applicable legal protocol and process necessary workflow.
  • Assists in technical/warranty training by partnering with other Customer Care Managers to address escalated homeowner concerns.
  • Responsible for customer satisfaction metrics related to customers serviced.
  • Provide feedback and proposed solutions on systemic warranty issues to drive future improvements and improve overall quality.
MANAGEMENT RESPONSIBILITIES (IF APPLICABLE)
LEVEL: MENTOR / COACH / FEEDBACK
Without Direct Reports:
  • Delegates work according to work requirements
  • Operates as a team lead
  • Contributes to mentoring and new hires and less experienced Customer Care Managers
SCOPE
(decision making, size of organization, budgetary, etc.)
  • 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 conditionsheat, rain, cold, etc.
REQUIRED EDUCATION

(degrees, 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 2-4 years customer service and warranty experience or equivalent
  • Minimum of 1 year at Customer Care Manager II or equivalent
  • Exhibits leadership skills and has positive influence within team and department
  • 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
  • Ability to multi-task, prioritize, and manage time effectively
PAY RANGE
  • $ $49.56 per hour
  • Hired applicant will be eligible to receive incentives
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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