Customer Care Manager

<strong>How would you like to be a part of a team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.</strong>

Carmel, IN

PulteGroup

<strong>Since our founding in 1950, PulteGroup has delivered almost 750,000 homes throughout the United States. What began as a single home built by the hands and entrepreneurial spirit of our founder Bill Pulte, is today the nation&rsquo;s third-largest homebuilder with operations in over 40 major cities. Marketing under some of the industry&rsquo;s best known brands: Pulte, Centex, Del Webb, DiVosta, American West, and John Wieland Homes and Neighborhoods, we can meet the needs of first-time, move-up and active-adult homebuyers.&nbsp;<a href="https://www.pultegroupinc.com/about-us/infographic/default.aspx">Click here</a>&nbsp;for a snapshot of PulteGroup&rsquo;s business.</strong><br /><br /><strong>PulteGroup operates against a stated objective of delivering high returns on invested capital and equity over the housing cycle. Research indicates that high ROIC and ROE are key drivers to creating long-term shareholder value in the homebuilding industry. This focus has helped the Company raise key operating and financial metrics to be among the industry leaders.</strong> https://www.pultegroupinc.com/home/default.aspx

keywords: position summary,quality assurance,customer service,education & experience,skills

Full Time

Overview: <p>Customer Care Manager<br />Indianapolis, IN<br /><br /><br />A Fortune 500 company and one of America's top residential builders is looking for a customer care professional for their team.&nbsp;If you are a Customer Care Manager, Warranty Associate or Customer Service professional this may be a great next step for you!</p> <p><strong>&nbsp;</strong></p> <p><strong>Highlights:</strong></p> <ul> <li><strong>2022 Fortune 100 Best Companies</strong>&nbsp;to Work For&reg; by Great Place to Work&reg; and Fortune, ranking in the top 50!&nbsp;&nbsp;</li> <li><strong>PEOPLE's 100 Companies that Care 2022: Client is Top 10:&nbsp;</strong>Meet the Employers Putting Their Communities First.</li> <li><strong>Compensation:&nbsp;</strong>Solid base salary backed by a quarterly bonus.</li> </ul> <p><strong>&nbsp;<br /></strong>Primary responsibility for responding to service requests in the field and managing those requests according to standard processes.<br /><br /></p>
Responsibilities: <ul> <li>Conduct homeowner assessments on an as-needed basis.</li> <li>Determine if corrective work order is needed.</li> <li>Lead root-cause analysis.</li> <li>Schedule, organize, and execute service work through vendors collaboratively with Customer Care coordinator.</li> <li>Manage trades to completion of service requests to customers' satisfaction.</li> <li>Establish and maintain positive customer relationships.</li> <li>Responsible for quality inspections of the home prior to delivery to the customer.</li> <li>Determine trade accountability for back charges and P.O.'s.</li> <li>Authorize payment for work performed up to approval limits.</li> <li>Follow applicable legal protocol and process necessary workflow.</li> <li>Responsible for customer satisfaction metrics related to customers serviced.</li> </ul>
Requirements: <br /> <ul> <li>Minimum High School Diploma or equivalent.</li> <li>Valid Driver&rsquo;s License because driving is an essential function of this position.</li> <li>Minimum of 1-3 years customer service and warranty experience or equivalent.</li> <li>Strong customer orientation and ability to adapt/respond to different personality types.</li> <li>Strong emphasis on quality of service and follow-up.</li> <li>Basic construction skills and knowledge.</li> <li>Excellent communication and listening skills.</li> <li>Analytical ability necessary to perform root cause analysis.</li> <li>Ability to manage warranty/customer service processes.</li> <li>Basic computer skills.</li> <li>Conflict resolution skills.</li> <li>Cost management.</li> </ul>