University degree or equivalent experience with 2-4 years in customer care.
Proven experience in quality service and follow-up.
Strong conflict resolution skills and adaptability to various personalities.
Excellent communication, listening, and analytical skills for root cause analysis.
Highly organized with effective multi-tasking and time management abilities.
Proficient in Microsoft Office Suite; experience with MS Dynamics 365 and TechSee is a plus.
Responsibilities
Coordinate virtual warranty service requests using TechSee and MS Dynamics 365.
Analyze customer issues during virtual appointments to determine next steps.
Create service requests and work orders based on virtual inspections.
Manage service requests to resolution, ensuring repairs are completed and documented.
Handle high volumes of calls and emails while building trust with customers.
Address complaints and provide solutions within warranty guidelines, ensuring follow-up for resolution.
Document root causes of service items and report improvement opportunities.
Benefits
Quarterly bonus eligibility based on performance.
Opportunity for overtime pay.
Onsite work environment fostering team collaboration.
Potential for career advancement within the organization.
Full Job Description
This position requires onsite attendance 5 days per week in Westborough, Massachusetts.
The primary responsibility of the Virtual Customer Care Manager II 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 II 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 to be conducted from a division specified location, i.e. a division office or sales office.
Primary Job 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.
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
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 excellent 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.
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 Range:
$36.00-$45.00 per hour
Hired applicant will be eligible to receive a quarterly bonus in the amount of approximately $2,246.40-$2,808 and earn overtime.
About Pulte Group
PulteGroup, Inc. is an American residential home construction company based in Atlanta, Georgia, United States. The company is the 3rd largest home construction company in the United States based on the number of homes closed. In total, the company has built over 775,000 homes.
The company operates in 44 markets in 23 states. In 2021, it ranked 284th on the Fortune 500. The company was founded by Bill Pulte in Michigan, and moved its headquarters to Atlanta, Georgia in 2014. Since 2016, Ryan Marshall has been the President and CEO of the company.
