Customer Care Manager - Mission Viejo, United States - PulteGroup

PulteGroup

Verified Company

Mission Viejo, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

We know that BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM

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.

Our Vision is to Build Consumer Inspired homes & Communities to Make Lives Better and we believe that success starts with having the right people.

At PulteGroup, we are committed to diversity and inclusion.

We value the differences of each employee and understand that being consumer-inspired means that we reflect the diversity of the consumers we serve.

A position with PulteGroup offers a rich, fulfilling, and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with PulteGroup

JOB SUMMARY:

This role is responsible for responding to service requests in the field and managing those requests according to standard processes.

PRIMARY 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 collaboratively 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 quality inspections of the home before 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

SCOPE- 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 a mínimal force of up to 50 pounds and occasionally exert up to 80 pounds of mínimal 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.

REQUIRED EDUCATION:
(degree, licenses, certifications, etc.)

Minimum High School Diploma or equivalent
Bachelor's Degree Preferred
Valid Driver's License because driving is an essential function of this position.

REQUIRED EXPERIENCE:
(work-related, tools/equipment, software, etc.):

Minimum of 13 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 followup
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

PAY RANGE
- $65,800 - $82,200 per year

Hired applicant will be eligible to receive a quarterly incentive
We are an _

- equal opportunity employer_

This Organization Participates in eVerify_
Pulte Homes of Minnesota is an equal employment _opportunity/affirmative_ action employer._
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