Virtual Customer Care Manager II

PulteGroup - Westborough, MA

Full-time - Mid Level

Onsite - Westborough, MA

251-500 employees

Construction of Buildings

About the position

The Virtual Customer Care Manager II at PulteGroup is responsible for managing warranty service requests from homeowners through virtual interactions. This role involves conducting initial analyses of customer claims, coordinating responses, and ensuring resolution of concerns. The position emphasizes customer service quality and effective communication, requiring the manager to build trust with customers while navigating warranty guidelines.

Responsibilities

• Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365.
• Conduct analysis of issues via virtual appointments to triage and determine appropriate next steps.
• Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on virtual inspection results.
• Manage the Service Request to resolution, confirming that scheduled repairs are complete and closing out the SR in MS Dynamics 365.
• Effectively manage large amounts of incoming calls, emails, and virtual appointments, building sustainable relationships of trust through open communication.
• Address complaints, provide appropriate solutions and/or alternatives within warranty guidelines, and follow up to ensure resolution.
• Determine and document root causes of common service items, reporting on opportunities for improvement.
• Perform related administrative duties, confirmations, and in-home inspections as needed.

Requirements

• Minimum High School Diploma or equivalent; Associate degree preferred.
• Valid Driver's License as driving is a potential function of this position.
• Construction industry experience preferred for triaging home warranty concerns.
• Proven customer care experience with a strong emphasis on quality of service and follow-up.
• Customer-oriented with conflict resolution skills and adaptability to different personality types.
• Excellent communication and listening skills with analytical ability for 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 understanding of Microsoft Office Suite programs.
• Experience with MS Dynamics 365 and TechSee is a plus.

Nice-to-haves

• Experience in the construction industry
• Familiarity with warranty service processes
• Advanced skills in Microsoft Dynamics 365

Benefits

• Full-time position with competitive salary
• Opportunities for career growth within a FORTUNE 500 company
• Commitment to diversity and inclusion in the workplace