Virtual Customer Care Manager II

PulteGroup•Westborough, MA

8d•Onsite

About The Position

The Virtual Customer Care Manager II triages homeowner warranty service requests virtually and manages concerns through resolution. Working onsite at a division-specified location in Westborough, Massachusetts, the manager uses the TechSee platform to analyze customer claims, determine warranty coverage, and identify appropriate next steps. The position also uses MS Dynamics 365 to document and manage service requests, line items, work orders, and their completion. The role requires customer-focused communication, complaint resolution, follow-up, and administrative work, and may include in-home inspections.

Requirements

Typically requires a university degree or equivalent experience and 2–4 years of prior relevant experience.
Proven customer care experience with a strong emphasis on service quality and follow-up.
Customer-oriented with conflict resolution skills and 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 multitask, prioritize, and manage time effectively.
Technology savvy, with excellent computer skills and an understanding of basic Microsoft Office Suite programs.
Able to sit, stand, drive, and/or move; exert minimal force of up to 50 pounds and occasionally up to 80 pounds to carry, lift, push, pull, or otherwise move objects; climb ladders, scaffolding, and other means to reach and observe building areas; and work in heat, rain, cold, and other weather conditions.

Nice To Haves

Experience working with MS Dynamics 365.
Experience working with TechSee.

Responsibilities

Coordinate virtual responses to customer warranty calls through TechSee and MS Dynamics 365.
Conduct virtual appointments to analyze issues, triage claims, and determine appropriate next steps.
Create service requests, line items, and work orders in MS Dynamics 365 as needed after virtual inspections.
Manage service requests through resolution, confirm scheduled repairs are complete, and close requests in MS Dynamics 365.
Manage incoming calls, emails, and virtual appointments while building relationships through open and interactive communication.
Address complaints, provide solutions or alternatives within warranty guidelines, set expectations for repairs, and follow up to ensure resolution.
Determine and document root causes of common service items and report opportunities for improvement.
Perform related administrative duties, confirmations, and in-home inspections as needed.
Perform other duties as assigned.