Virtual Customer Care Manager II

WE KNOW THAT BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM!

How would you like to be a part of team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.
 

Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people.

At PulteGroup, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve.
 

A position with PulteGroup offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with PulteGroup!

JOB SUMMARY

The primary responsibility of the Virtual Customer Care Manager is to triage warranty service requests virtually with homeowners and manage the resolution of their concerns until completion. Using the TechSee platform, the Virtual Customer Care Manager will conduct an initial analysis of the customer’s claim to determine warranty coverage and the appropriate recourse. This is not a remote position.

This role is not eligible for remote work. This role will be conducted from the New England Division Office in Westborough, MA.
 

PRIMARY RESPONSIBILITIES

• Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365.

• Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps.

• Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection.

• Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365.

• Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication.

• Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution.

• Determine and document root cause of common service items, reporting on any opportunities for improvement.

• Perform related administrative duties, confirmations, and in-home inspections, as needed.

SCOPE

• Decision Impact: Division

• Department Responsibility: Single

• Budgetary Responsibility: No

• Direct Reports: No

• Indirect Reports: No

• Physical 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 equivalent

• Associate degree preferred.

• Valid Driver’s License because driving is a potential function of this position.

REQUIRED EXPERIENCE

• Construction industry experience preferred to appropriately triage home warranty concerns appropriately.

• Proven customer care experience with a strong emphasis on quality of service, and follow-up.

• Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types.

• Excellent communication and listening skills, with analytical ability to perform root cause analysis.

• Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively.

• Technology savvy, with strong computer skills, and an overall understanding of basic Microsoft Office Suite programs.

• Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee.

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.

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.

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Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.

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