Customer Service Operations Manager

2 weeks ago

Carmel, Indiana, United States Pulte Homes of Indiana, LLC Full time

JOIN OUR TEAM AT PULTE HOMES OF INDIANA, LLC

At Pulte Homes, we understand that the foundation of our success lies in our people. For over six decades, we have been dedicated to fulfilling the American Dream of homeownership. As a leading name in residential construction, we prioritize our customers and strive to exceed their expectations.

OUR MISSION:
To create homes and communities that inspire and enhance the lives of our customers. We believe that our success is driven by a diverse and inclusive workforce that reflects the communities we serve.

POSITION OVERVIEW:
The Customer Service Operations Manager plays a crucial role in addressing service inquiries and managing them in accordance with established protocols.

KEY RESPONSIBILITIES:

  • Conduct on-site evaluations for homeowners as required.
  • Assess the need for corrective action and initiate work orders.
  • Lead investigations to identify root causes of service issues.
  • Coordinate and oversee service tasks with vendors in collaboration with the Customer Care team.
  • Ensure trades complete service requests to the satisfaction of our customers.
  • Perform minor repairs and adjustments as needed.
  • Foster and maintain positive relationships with customers.
  • Conduct quality inspections of homes prior to customer handover.
  • Determine accountability for trade-related charges and purchase orders.
  • Authorize payments for completed work within designated limits.
  • Adhere to legal protocols and manage necessary workflows.
  • Monitor customer satisfaction metrics for serviced clients.

POSITION SCOPE:

Decision-Making Impact: Division level
Departmental Responsibility: Single
Budget Responsibility: None
Direct Reports: None
Indirect Reports: None

PHYSICAL DEMANDS:
This role requires a combination of sitting, standing, and movement. The ability to exert minimal force of up to 50 pounds is necessary, with occasional lifting of up to 80 pounds. Candidates must be able to navigate ladders and scaffolding to access various areas of construction sites and work in diverse weather conditions.

EDUCATIONAL REQUIREMENTS:
A minimum of a High School Diploma or equivalent is required, with a Bachelor's Degree preferred. A valid Driver's License is essential as driving is a key function of this role.

EXPERIENCE REQUIRED:
1-3 years of experience in customer service and warranty management or a related field is necessary. Candidates should demonstrate a strong customer focus, adaptability to various personality types, and a commitment to service quality. Basic construction knowledge, excellent communication skills, and analytical abilities for root cause analysis are essential. Proficiency in managing warranty processes and basic computer skills are also required.

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