Job Description
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
Job Summary
The Customer Care Manager II is a "field" role responsible for managing service requests in the field 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.
This position requires onsite attendance 5 days per week at assigned communities in the Northern Virginia & Maryland surrounding areas
Primary Job Responsibilities
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.
Address vendor performance issues.
Responsible for customer satisfaction metrics related to customers serviced.
This is a professional customer facing role. Team members will follow division specific dress code requirements.
Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses.
Perform other duties as assigned.
Career Level (P2)
Organizational Impact:
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:
May provide guidance and assistance to entry level professionals and/or support employees.
Knowledge & Experience:
Requires practical knowledge of area typically obtained through advanced education combined with experience.
Typically requires a University degree or equivalent experience and minimum 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 of this position
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.
Pay Information
$37.00 - $44.00 hourly.
Hired applicant will be eligible to receive quarterly bonuses based on successful completion of defined performance objectives.
General Description of Benefits
Employees are eligible to participate in the Company’s 401(k) Plan. Employees (and their families) are eligible for medical, dental, and vision insurance coverage. Employees are covered by company-paid disability and basic life insurance. Voluntary insurance coverage options, including critical illness and hospital indemnity, are also available. In addition, the Company offers an Employee Assistance Program and tuition reimbursement (as applicable). In addition to up to 9 paid company holidays per year, employees with less than 10 years of service are eligible for up to 23 paid days off and employees with 10 or more years of service are eligible for up to 28 paid days off. Note that all Sales Consultants, except those in CA, are not eligible for paid time off, but receive the equivalent days in unpaid time off and 8 paid sales holidays. Employees should consult with their local Human Resources Representative to discuss the composition of their available time off, which may differ based on work location and paid sick time eligibility.
PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, “Recruiters”) in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.