Customer Service Manager

1 month ago

West Palm Beach, Florida, United States PulteGroup Full time
Job Summary

We are seeking a skilled Customer Care Manager II to join our team at PulteGroup. In this role, you will be responsible for providing exceptional customer service and ensuring that our homeowners receive the highest level of quality and satisfaction.

Key Responsibilities
  • Conduct in-person homeowner assessments to identify and resolve issues in a timely and professional manner.
  • Lead root-cause analysis to determine the root cause of issues and develop effective solutions.
  • Collaborate with Customer Care coordinators to schedule and execute service work through vendors.
  • Manage trades to completion of service requests to meet customer satisfaction standards.
  • Perform minor service-related tasks, such as adjustments and repairs, as requested.
  • Establish and maintain positive customer relationships through effective communication and issue resolution.
  • Responsible for quality inspections of homes prior to delivery to ensure they meet our high standards.
  • 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 conditionsheat, 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

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.

This Organization Participates in e-Verify

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

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