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Senior Customer Care Manager

2 months ago

Myrtle Beach, South Carolina, United States PulteGroup Full time
Job Summary

We are seeking a highly skilled and experienced Senior Customer Care Manager to join our team at PulteGroup. As a key member of our customer service department, you will be responsible for managing escalated and large warranty issues for closed homes, ensuring customer satisfaction and loyalty.

Key Responsibilities
  • Customer Service and Warranty Management
    • Manage and resolve complex customer complaints and issues in a timely and professional manner.
    • Conduct in-person homeowner assessments to determine corrective work orders and lead root-cause analysis.
    • Collaborate with Customer Care Coordinators to schedule and execute service work through vendors.
    • Manage trades to completion of service requests to customers' satisfaction.
  • Customer Relationship Management
    • Establish and maintain positive customer relationships through effective communication and issue resolution.
    • Act as a customer advocate for the communities managed, ensuring all departments maintain positive customer relationships.
  • Quality Assurance and Process Improvement
    • Responsible for the build quality confirmation of the home before delivery to the customer.
    • Determine trade accountability for back charges and P.O.'s.
    • Manage, contain, and continuously improve warranty spend.
    • Participate in Lean initiatives to improve overall efficiencies of the Division.
  • Leadership and Development
    • Coach and develop team members to higher performance.
    • Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
Requirements
  • Education and Experience
    • Minimum High School Diploma or equivalent.
    • Bachelor's Degree preferred.
    • Minimum of 4 years customer service or warranty experience or equivalent.
    • Minimum of 2 years at Customer Care Manager II or equivalent.
  • Licensing and Certifications
    • Valid driver's license as driving is an essential function of this position.
  • Skills and Knowledge
    • Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types.
    • Committed to delivering high-quality service and diligent 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 in a high-volume environment.
    • Basic computer skills.
    • Skilled in conflict resolution to address customer concerns effectively.
    • Knowledge of cost management principles and practices.