Customer Care Coordinator

We know that BUILDING THE BEST HOMES BEGINS WITH BUILDING THE BEST TEAM!

PulteGroup has been providing the American Dream of homeownership to families for more than 60 years. We “Build Consumer Inspired Homes and Communities to Make Lives Better!” Today, PulteGroup operates in approximately 50 markets throughout the country and is one of the largest U.S. homebuilders by volume. With a focus on driving return on invested capital, Pulte has also begun delivering top quartile operating performance versus homebuilding peers. Our success is attributed to our great people. We seek out goal-oriented professionals who are creators, leaders and pioneers. If you are interested in being a part of the Pulte team, let’s talk about your career with PulteGroup!

PulteGroup is seeking a Customer Care Coordinator in Basking Ridge, New Jersey!

JOB SUMMARY

Primary responsibility to be the first point of contact for homeowners requesting warranty service. Coordinator will conduct initial analysis of the customer issue to triage and determine the appropriate course of action.

PRIMARY RESPONSIBILITIES:

  • Coordinate division response to customer warranty calls:
  • Receive initial customer requests for 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 accounting system
  • Effectively manage large amounts of incoming calls
  • Build sustainable relationships of trust through open and interactive communication
  • Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow-up to ensure resolution
  • Assist in determining and documenting root cause
  • Track and report division service levels, satisfaction, response rates and costs
  • Ensure division complies with service history information and company retention requirements
  • Support claims/risk filings
  • Perform related administrative duties, as assigned

MANAGEMENT RESPONSIBILITIES LEVEL:

MENTOR / COACH / FEEDBACK

Without Direct Reports

SCOPE:

  • Decision Impact: Division
  • Department Responsibility: Single
  • Budgetary Responsibility: No
  • Direct Reports: No
  • Indirect Reports: No

REQUIRED EDUCATION

(degree, licenses, certifications, etc.)

  • Minimum High School Diploma or equivalent Associate’s Degree preferred

REQUIRED EXPERIENCE

(work related, tools/equipment, software, etc.):

  • 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

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