Job Description Welcome to PulteGroup. We are a Fortune 500 homebuilder with a culture that values inclusion and growth. This is a professional, customer-facing role within a company that supports personal and professional development.
Job Summary
The Customer Care Manager II is responsible for managing homeowner service requests in the field and handling those requests according to standard processes. This includes meeting with customers, triaging warranty concerns, and managing repairs to completion in the assigned area. The CCM II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion, assist with managing risk and litigation claims from warranty issues, and support division leadership with CCM training and SR reporting.
This position requires onsite attendance 5 days per week in the Louisville, Kentucky area.
Primary Job Responsibilities Conduct in-person homeowner assessments on an as-needed basis: determine if a corrective work order is needed; lead root-cause analysis.
Schedule, organize, and execute service work through vendors in coordination with the Customer Care Coordinator.
Manage trades to completion of service requests to customers’ satisfaction.
Perform minor service-related tasks (e.g., adjustments, repairs) as requested.
Establish and maintain positive customer relationships.
Responsible for build quality confirmation of the home before delivery to the customer.
Determine trade accountability for back charges and field purchase orders (FPOs).
Authorize payment for work performed up to approval limits.
Follow applicable legal protocol and required workflow processes.
Be responsible for customer satisfaction metrics related to serviced customers.
Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
Other duties as assigned.
Management Responsibilities Not applicable
Scope Decision Impact: Division
Department Responsibility: Single
Budgetary Responsibility: No
Direct Reports: No
Indirect Reports: No
Physical Requirements: Sit/stand, drive, and move objects; may require climbing ladders/scaffolding; able to work in various weather conditions (heat, rain, cold, etc.).
Required Education/Experience Minimum High School Diploma or equivalent
Bachelor’s Degree preferred
Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred
Required Licensing, Registration And/or Certifications Valid driver’s license (driving is an essential function).
Required Skills/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 for root cause analysis
Ability to manage warranty/customer service processes
Basic computer literacy
Skilled in conflict resolution to address customer concerns effectively
Knowledge of cost management principles and practices
Additional Information This is a professional customer-facing role. Team members will follow division-specific dress code requirements
Equal opportunity employer statements and privacy notices are in place as part of company policy. This organization participates in e-Verify and maintains applicable equal employment opportunity practices.
Seniority level Entry level
Employment type Full-time
Job function Other
Industries Construction
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