BUILT TO HONOR PROGRAM RECOGNIZED AS 2020 HEARTHSTONE AWARD WINNER: winner for its leadership and commitment in support of our veterans and their families as they rebuild their lives.
2020 Best Workplaces for Women™ by Fortune and Great Place to Work®.
2021 Fortune 100 Best Companies to Work For® by Great Place to Work® and Fortune, ranking #75.
50 Markets: Operations in approximately 50 major metro markets
Opportunity: Internal promotion is a key priority and job security is strong
Compensation: Strong compensation package with significant bonus that typically pays out well over target
Responsibilities
Responsible for managing Customer Care Managers in responding to complex/large service requests and managing those requests according to standard processes. Manages risk and litigation issues stemming from warranty issues.
What You Will Do
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.
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.
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.
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 FMs on product or process issues to eliminate long-term risk.
Assist PIM in identifying top warranty spend opportunities. Assist in developing plan/process to reduce costs.
What You Will Need
Minimum High School Diploma or equivalent
Bachelor’s Degree Preferred
Minimum of 5-7 years customer service, warranty, or construction experience or equivalent
Minimum of 2 years at Customer Service Manager II or equivalent
Strong customer orientation and ability to adapt/respond to different personality types
Strong emphasis on quality of service and follow-up
Excellent communication and listening skills
Analytical ability necessary to perform root cause analysis
Ability to manage warranty/customer service processes in a high
[PulteGroup]
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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