Virtual Customer Care Manager

Pulte Home Corp • West Palm Beach, FL

293d

About The Position

PulteGroup is a FORTUNE 500 company and one of America's top residential builders, committed to providing the American Dream of homeownership for over 60 years. The Virtual Customer Care Manager will coordinate virtual responses to customer warranty calls, conduct issue analysis, create service requests, manage service requests to resolution, and maintain effective communication with customers. The role emphasizes building sustainable relationships and addressing customer complaints while ensuring adherence to warranty guidelines. The position also involves administrative duties and may require in-home inspections.

Requirements

• Minimum High School Diploma or equivalent.
• Bachelor's Degree preferred.
• Minimum of 1-2 years of construction industry experience.
• Proven customer care experience with a strong emphasis on quality of service, and follow-up.
• Valid driver's license as driving is an essential function of this position.

Nice To Haves

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

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.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Construction of Buildings
• Education Level: High school or GED