Customer Care Manager II

Build a Career That Builds Your Future — with PulteGroup! 

Welcome to PulteGroup where we believe in building more than just homes—we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you’ve come to the right place. 

As one of the nation’s largest and most respected homebuilders, PulteGroup offers opportunities to grow within a Fortune 500 company that’s consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We’re driven by the bold purpose of Building Incredible Places for People to Live Their Dreams.   

For over 70 years, we’ve been building more than homes—we’ve been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey. 

Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we’re proud to build homes through our trusted family of brands—including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency —all united under the PulteGroup name. 

Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact

The Customer Care Manager II is responsible for managing homeowner service requests in the field and managing those requests according to standard processes, including meeting with customers, triaging warranty concerns, and managing the repair to completion for all requests in his/her assigned area. The primary responsibility of the Customer Care Manager II is to respond to service requests in the field and manage those requests according to standard processes. The Customer Care Manager II will triage warranty service requests with homeowners and manage the resolution of their concerns until completion. The CCM II will assist with managing risk and litigation claims stemming from warranty issues and support the division with CCM training and SR reporting to division leadership.

• →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.

• →Not applicable

• 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.

• Minimum High School Diploma or equivalent
• Bachelor’s Degree preferred
• Minimum of 1-2 years of customer service, warranty experience, or equivalent preferred

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

• 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

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

• $32.98 - $41.25 per hour
• Hired applicant will be eligible for quarterly bonus incentives

Benefits

In addition to up to 8 paid company holidays per year, employees are eligible for up to 6 days of sick pay. Moreover, Sales employees with less than 10 years of service receive up to 17 days of unpaid Sales Time Off per year (and up to 22 days of unpaid Sales Time off per year upon 10 or more years of service).