Customer Service Manager
4 weeks ago
Job Summary
We are seeking a skilled Customer Service Manager to join our team at PulteGroup. In this role, you will be responsible for conducting in-person homeowner assessments, determining if corrective work orders are needed, and leading root-cause analysis. You will also schedule, organize, and execute service work through vendors collaboratively with the Customer Care coordinator.
Key Responsibilities
- Conduct in-person homeowner assessments to determine if corrective work orders are needed.
- Lead root-cause analysis to identify and resolve issues.
- Schedule, organize, 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.
- 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
- 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.
Required Education and Experience
- Minimum High School Diploma or equivalent
- Bachelor's Degree Preferred
- Valid Driver's License
- 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, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third-party recruiting agencies.
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.
This Organization Participates in e-Verify
Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.
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