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Customer Service Manager

2 months ago

Schaumburg, Illinois, United States PulteGroup Full time

Job Summary

We are seeking a highly skilled Customer Service Manager to join our team at PulteGroup. As a key member of our customer service team, you will be responsible for providing exceptional service to our homeowners, ensuring their satisfaction with our products and services.

Key Responsibilities

  • Homeowner Support
    • Conduct in-person homeowner assessments to identify and resolve issues in a timely and professional manner.
    • Lead root-cause analysis to determine the source of problems and implement corrective actions.
    • 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 homes prior to delivery to ensure customer satisfaction.
    • 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.
  • 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, including heat, rain, and cold.

Requirements

  • Education
    • Minimum High School Diploma or equivalent
    • Bachelor's Degree Preferred
    • Valid Driver's License, as driving is an essential function of this position.
  • 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

Equal Opportunity Employer

PulteGroup, Inc. and its affiliates are equal opportunity employers 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.

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