Customer Care Coordinator at PulteGroup

Westborough, Massachusetts, United States

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Homebuilding, ConstructionIndustries

High School Diploma or equivalent (minimum); Associate's Degree preferred
Proven customer support experience
Strong emphasis on quality of service and follow-up
Customer orientation and ability to adapt/respond to different personality types
Excellent communication and listening skills
Analytical ability necessary to perform root cause analysis
Highly conscientious/well-organized
Strong computer skills
Ability to multi-task, prioritize, and manage time effectively
Conflict resolution skills
Experience working within Microsoft Office Suite and CRM database management software (additional consideration)
Onsite attendance 5 days per week in Westborough, MA

Receive initial customer requests for warranty service
Conduct initial analysis of customer issue to triage and determine appropriate course of action
Coordinate Customer Care Manager response
Document requests in service and scheduling system
Process work orders in service system
Build sustainable relationships of trust through open and interactive communication
Address complaints, provide appropriate solutions and alternatives within warranty guidelines and time thresholds, and follow-up to ensure resolution
Assist in determining and documenting root cause
Track and report division service levels, satisfaction, response rates, and cost
Ensure division complies with service history information and company retention requirements
Support claims/risk filings
Perform related administrative duties, as assigned