Customer Care Manager II (Ft. Lauderdale Area)

Location Ft. Lauderdale/Boca Area Primary Job Responsibilities Conduct in‑person homeowner assessments on an as‑needed basis and determine if a corrective work order is needed. Lead root‑cause analysis, schedule, organize, and execute service work through vendors in collaboration with the Customer Care Coordinator. Manage trades to completion of service requests and ensure customer satisfaction. Perform minor service‑related tasks (e.g., adjustments, repairs) as requested. Establish and maintain positive customer relationships. Confirm build quality of the home prior to delivery, determine trade accountability for back charges and field purchase orders (FPOs). Authorize payment for work performed up to approval limits. Follow applicable legal protocols and necessary workflow, address vendor performance issues. Track customer satisfaction metrics related to serviced customers. Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses. Perform other duties as assigned. Career Level P2 – Works to achieve day‑to‑day objectives with moderate impact on the area. Works independently on larger, moderately complex projects/assignments. Sets objectives for own area to meet the objectives or goals of projects and assignments. May assist other professionals with tasks and assignments. Leadership & Talent Management Provides guidance and assistance to entry‑level professionals and/or support employees. Knowledge & Experience Requires practical knowledge typically obtained through advanced education combined with experience. Usually requires a university degree or equivalent experience and 2‑4 years of prior relevant experience. 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. Required Licensing, Registration and/or Certifications Valid driver’s license (as driving is an essential function). Physical Requirements The position may involve sitting, standing, driving, and/or movement, requiring the ability to exert a minimal force of up to 50 pounds and occasionally up to 80 pounds 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. Equal Employment Opportunity 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. Benefits PulteGroup offers a comprehensive suite of benefit offerings designed for unique lifestyles, including healthcare coverage, supplemental coverage opportunities, paid time off and work/life benefits, health advocacy and wellness, a retirement plan with company match, education and employee assistance program, paid parental leave and adoption benefits, and mortgage financing discounts through Pulte Mortgage. #J-18808-Ljbffr