PulteGroup
Customer Care Manager II (Atlanta)
PulteGroup, Atlanta, Georgia, United States, 30383
Primary Responsibilities
Conduct 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 quality inspections of the home prior to 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.Management Responsibilities
LEVEL: MENTOR / COACH / FEEDBACK
SCOPE
Decision Impact: DivisionDepartment Responsibility: SingleBudgetary Responsibility: NoDirect Reports: NoIndirect Reports: NoPhysical Requirements: Position involves sitting, standing and/or movement, the ability to exert 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 building.Ability to work in various weather conditions -- heat, rain, cold, etc.REQUIRED EDUCATION:
Minimum High School Diploma or equivalentBachelor’s Degree PreferredValid Driver’s License because driving is an essential function of this position.REQUIRED EXPERIENCE:
Minimum of 1-3 years customer service and warranty experience or equivalentStrong customer orientation and ability to adapt/respond to different personality typesStrong emphasis on quality of service and follow-upBasic construction skills and knowledgeExcellent communication and listening skillsAnalytical ability necessary to perform root cause analysisAbility to manage warranty/customer service processesBasic computer skillsConflict resolution skillsCost management
#J-18808-Ljbffr
Conduct 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 quality inspections of the home prior to 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.Management Responsibilities
LEVEL: MENTOR / COACH / FEEDBACK
SCOPE
Decision Impact: DivisionDepartment Responsibility: SingleBudgetary Responsibility: NoDirect Reports: NoIndirect Reports: NoPhysical Requirements: Position involves sitting, standing and/or movement, the ability to exert 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 building.Ability to work in various weather conditions -- heat, rain, cold, etc.REQUIRED EDUCATION:
Minimum High School Diploma or equivalentBachelor’s Degree PreferredValid Driver’s License because driving is an essential function of this position.REQUIRED EXPERIENCE:
Minimum of 1-3 years customer service and warranty experience or equivalentStrong customer orientation and ability to adapt/respond to different personality typesStrong emphasis on quality of service and follow-upBasic construction skills and knowledgeExcellent communication and listening skillsAnalytical ability necessary to perform root cause analysisAbility to manage warranty/customer service processesBasic computer skillsConflict resolution skillsCost management
#J-18808-Ljbffr