Customer Care Manager II - Ocala, FL
PulteGroup, Gainesville, FL, United States
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 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 the 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 process necessary workflow.
Responsible for customer satisfaction metrics related to customers serviced.
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: 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 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 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 types
Committed to delivering high-quality service and diligent follow-up
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 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
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.
#J-18808-Ljbffr
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 the 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 process necessary workflow.
Responsible for customer satisfaction metrics related to customers serviced.
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: 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 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 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 types
Committed to delivering high-quality service and diligent follow-up
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 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
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.
#J-18808-Ljbffr