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Customer Service Manager II

2 months ago

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

We are seeking a highly skilled Customer Service Manager II to join our team at PulteGroup. As a key member of our customer service team, you will be responsible for ensuring that our customers receive exceptional service and support throughout their home ownership experience.

Key Responsibilities
  • Customer Service
    • Conduct in-person homeowner assessments to identify and resolve customer issues.
    • Lead root-cause analysis to determine the source of customer complaints.
    • Collaborate with customer care coordinators to schedule and execute service work through vendors.
    • Manage trades to completion of service requests to customers' satisfaction.
    • Perform minor service-related tasks, such as adjustments and repairs, as requested.
  • Customer Relationship Management
    • Establish and maintain positive customer relationships through effective communication and issue resolution.
    • Responsible for quality inspections of the home prior to delivery to the customer.
    • Determine trade accountability for back charges and purchase orders.
    • 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
    • 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.
    • Ability to work in various weather conditions.
Requirements
  • Education
    • Minimum High School Diploma or equivalent
    • Bachelor's Degree Preferred
    • Valid Driver's License
  • Experience
    • 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