Customer Service Mgr II
PulteGroup, Inc - Tampa, FL

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JOB SUMMARY

Responsible for responding to complex/large service requests and managing those requests according to standard processes. Manages risk and litigation issues stemming from warranty issues.

PRIMARY RESPONSIBILITIES
  • Manage escalated and large warranty issues for closed homes, including insurance/litigation
  • Conduct in-person homeowner assessments
  • Determine if corrective work order is needed
  • Communicate work needed to warranty agent
  • Participate in root-cause analysis
  • Manage trades to completion of service requests to customers’ satisfaction Partner with other Customer Service Managers to address escalated homeowner concerns
  • Establish and maintain positive customer relationships, internally and externally
  • Act as manager of Customer Service Manager I resources in larger markets Determine trade accountability for back charges and POs Authorize payment for work performed up to approval limits
  • Perform service related tasks (e.g., adjustments, repairs), as requested
  • Manage Homeowner Association related activities
  • Follow applicable legal protocol and process necessary workflow
  • Serve as a resource for and/or manage Customer Service Manager Level I in larger markets
SCOPE

(decision making, size of organization, budgetary etc.)
  • Decision Impact: Division
  • Department Responsibility: Single
  • Budgetary Responsibility: No
  • Direct Reports: If Applicable
  • Indirect Reports: If Applicable
  • Physical Requirements: If applicable

MANAGEMENT RESPONSIBILITIES (IF APPLICABLE)

LEVEL: MENTOR / COACH / FEEDBACK

With Direct Reports:
  • Ensures appropriate staffing to meet department needs
  • Utilizes recruiting and selection tools/processes to build organizational talent Delegates work according to employee’s abilities and skills
  • Evaluates employee’s performance and plans for compensation actions in accordance with that performance
  • Provides developmental opportunities through identification of internal and external training opportunities
  • Creates opportunities for employee growth
  • Provides continuous coaching with regard to functional and leadership standards (technical skills and behaviors)

REQUIRED EDUCATION (degree, licenses, certification, etc.) Minimum Bachelor’s Degree or equivalent REQUIRED EXPERIENCE (work related, tools/equipment, software, etc.): Related Functional Experience: Minimum of 2 years of customer service and warranty experience Time in position: None Basic construction experience/knowledge Interpersonal and dispute resolution skills Working knowledge of risk/insurance process Basic computer skills
Qualifications
REQUIRED EDUCATION

(degree, licenses, certification, etc.)
  • Minimum Bachelor’s Degree or equivalent
REQUIRED EXPERIENCE

(work related, tools/equipment, software, etc.):
  • Related Functional Experience: Minimum of 2 years of customer service and warranty experience
  • Time in position: None
  • Basic construction experience/knowledge
  • Interpersonal and dispute resolution skills
  • Working knowledge of risk/insurance process
  • Basic computer skills

PulteGroup, Inc - 15 months ago - save job - block
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