Primary Job Responsibilities

Manage escalated and large warranty issues for closed homes, including insurance/litigationConduct 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.Determine trade accountability for back charges and P.O.'s.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.Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.Other duties as assigned.

Management Responsibilities

Ensures appropriate staffing to meet department needsUtilizes recruiting and selection tools/processes to build organizational talentDelegates work according to employee’s abilities and skillsEvaluate employee’s performance and plans for compensation actions in accordance with that performanceProvides developmental opportunities through the identification of internal and external training opportunitiesCreates opportunities for employee growthProvides continuous coaching with regard to functional and leadership standards (technical skills and behaviors)

Scope

Decision Impact: DivisionDepartment Responsibility: SingleBudgetary Responsibility: YesDirect Reports: YesIndirect Reports: NoPhysical 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.

Required Education/Experience

Minimum High School Diploma or equivalentBachelor’s Degree preferredMinimum of 4 years customer service or warranty experience or equivalentMinimum of 2 years at Customer Care Manager II or equivalent

Required Licensing, Registration and/or Certifications

Valid driver’s license as driving is an essential function of this position

Required Skills/Knowledge

Exceptional customer service orientation with the ability to adapt and interact effectively with various personality typesCommitted to delivering high-quality service and diligent follow-upBasic construction skills and knowledgeExcellent communication and listening skillsAnalytical ability necessary to perform root cause analysisAbility to manage warranty/customer service processes in a highBasic computer skillsSkilled in conflict resolution to address customer concerns effectivelyKnowledge of cost management principles and practices

Additional Information

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

PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, “Recruiters”) in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

This Organization Participates in e-Verify

Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.

California Privacy Policy