Customer Service Manager

1 day ago

Schaumburg, Illinois, United States PulteGroup Full time
Job Summary

We are seeking a highly skilled Customer Care Manager II to join our team at PulteGroup. As a key member of our customer service team, you will be responsible for responding to service requests in the field and managing those requests according to standard processes.

Key Responsibilities
  • Conduct in-person homeowner assessments to determine the need for corrective work orders and 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, such as adjustments and 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

As a Customer Care Manager II, you will be responsible for mentoring, coaching, and providing feedback to team members.

Requirements
  • Minimum High School Diploma or equivalent.
  • Bachelor's Degree Preferred.
  • Valid Driver's License, as driving is an essential function of this position.
  • 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 is 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 are committed to diversity and inclusion and value the differences of each employee. We believe that success starts with having the right people, and we are committed to building a team that reflects the diversity of the consumers we serve.

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