Customer Care Coordinator

PulteGroup • Westborough, MA

15h • Onsite

About The Position

The Customer Care Coordinator is responsible 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. This position requires onsite attendance 5 days per week in Westborough, Massachusetts .

Requirements

• 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
• CRM database management software experience

Nice To Haves

• Associate's Degree

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 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

Benefits

• Overtime pay
• Annual bonus
• 9 paid company holidays
• 6 days of sick pay
• PTO days (17 days for <10 years of service, 22 days for >=10 years of service)
• 401(k) Plan
• Medical insurance
• Dental insurance
• Vision insurance
• Company-paid disability insurance
• Company-paid basic life insurance
• Parental leave
• Voluntary insurance coverage options (critical illness, accident, hospital indemnity)
• Employee Assistance Program
• Tuition reimbursement
• State required benefits (paid family and medical leave insurance, paid sick time)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED