Customer Care Coordinator (Palm Beach Gardens)

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

Meet Some of Pulte Mortgage's Employees

Debra S.

President & CEO

The mission of our company is to provide consumer-inspired homes, and we do that all across the country. Pulte Mortgage provides safe and responsible financing for the borrowers who choose to buy the PulteGroup homes.

Jennifer M.

Operations Hiring & Onboarding Manager

Responsible for Operations new hires, Jennifer reviews resumes and interviews candidates, searching for the perfect fit at Pulte, before successfully onboarding the new talent.


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