Pulte Group

Senior Customer Care Manager

Pulte Group • $80K — $95K *
Scottsdale, AZ 85254In-Person
Real Estate & Construction
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Minimum 2 years as Customer Care Manager II or equivalent experience
  • Exceptional customer service orientation
  • Strong communication and listening skills
  • Ability to perform root cause analysis
  • Experience in managing warranty/customer service processes
  • Basic computer skills
  • Conflict resolution skills

Responsibilities

  • Manage escalated warranty issues for closed homes
  • Conduct in-person homeowner assessments as needed
  • Lead root-cause analysis and corrective work determination
  • Schedule and oversee service work with vendors
  • Establish positive customer relationships
  • Confirm build quality before home delivery
  • Drive continuous improvement in warranty spend

Benefits

  • Opportunities for career development and training
  • Participation in Lean initiatives
  • Collaborative teamwork environment
  • Potential for repeat and referral business bonuses
  • Engagement in process improvement initiatives
Full Job Description
Primary Job Responsibilities
  • Manage escalated and large warranty issues for closed homes, including insurance/litigation
  • Conduct in-person homeowner assessments on an as needed basis.
    • Determine if corrective work order is needed.
    • Lead root-cause analysis.
    • Schedule, organize and execute service work through vendors collaboratively with 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 the build quality confirmation of the home before delivery to the customer.
  • Operate as a customer advocate for the communities managed, ensuring all departments maintain positive customer relationships.
  • Determine trade accountability for back charges and P.O.'s.
  • Authorize payment for work performed up to approval limits.
  • Partner with other Customer Care Managers to address escalated homeowner concerns.
  • Manage, contain, and continuously improve warranty spend.
  • Participate in Lean initiatives to improve overall efficiencies of the Division.
  • Communicate and facilitate training to Construction Managers on product or process issues to eliminate long-term risk.
  • Assist Process Improvement Manager in identifying top warranty spend opportunities. Assist in developing plan/process to reduce costs.
  • Coach and develop team members to higher performance.
  • This is a professional customer facing role. Team members will follow division specific dress code requirements.
  • Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
  • Perform other duties as assigned.


Career Level (M3)

Organizational Impact:
  • Manages a team with focus on policy and strategy implementation.
  • Establishes operational plans with measurable contribution towards the achievement of results of the area.
  • Focus is on short-term operational plans (e.g., 1 year or less).
  • Provides measurable input to new products, processes or standards in operational plans in order to implement organizational strategies.
  • Typically does not have budget accountability, but may manage certain processes or projects within a defined budget set by management.


Leadership & Talent Management:
  • Typically responsible for providing guidance, coaching and training to other employees within job area.
  • Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products.


Knowledge & Experience:
  • Requires deep knowledge of area typically obtained through higher education combined with experience.
  • Typically viewed as a subject matter expert within discipline.
  • May have broad knowledge of project or program management.
  • Typically requires a University degree or equivalent experience and minimum 6-8 years of prior relevant experience.


Required Skills/Knowledge
  • Minimum of 2 years at Customer Care Manager II or equivalent
  • 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
  • Excellent communication and listening skills
  • Analytical ability necessary to perform root cause analysis
  • Ability to manage warranty/customer service processes
  • Basic computer skills
  • Skilled in conflict resolution to address customer concerns effectively
  • Knowledge of cost management principles and practices


Required Licensing, Registration and/or Certifications
  • Valid driver's license as driving is an essential function of this position


Physical Requirements
  • The position may involve sitting, standing, driving, and/or movement, the ability to exert a 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. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions - heat, rain, cold, etc.


Additional Information
  • This is a professional, customer facing role. Team members follow division specific dress code requirements.

About Pulte Group

PulteGroup, Inc. is an American residential home construction company based in Atlanta, Georgia, United States. The company is the 3rd largest home construction company in the United States based on the number of homes closed. In total, the company has built over 775,000 homes. The company operates in 44 markets in 23 states. In 2021, it ranked 284th on the Fortune 500. The company was founded by Bill Pulte in Michigan, and moved its headquarters to Atlanta, Georgia in 2014. Since 2016, Ryan Marshall has been the President and CEO of the company.
Learn more about Pulte Group
Size
6,182 employees
Market Cap
$10.5 billion
Industry
Real Estate & Construction
Net Income
$1.4 billion
5 Year Trend
+12.7%
Revenue
$11 billion
NASDAQ
PHM
* Ladders Estimates

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