Virtual Customer Care Manager

Pulte Homes Of Indiana • Carmel, IN

261d • Onsite

About The Position

The primary responsibility of the Virtual Customer Care Manager II is to triage warranty service requests virtually with homeowners and manage the resolution of their concerns until completion. Using the TechSee platform, the Virtual Customer Care Manager II will conduct an initial analysis of the customer's claim to determine warranty coverage and the appropriate recourse. This is not a remote position. This position requires onsite attendance at our Division Office located in Carmel, Indiana.

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.

Benefits

• Comprehensive, Flexible and Affordable Healthcare Coverage Options.
• Supplemental Healthcare Coverage Opportunities.
• PTO and Work/Life Benefits.
• Health Advocacy and Wellness.
• Retirement Plan with Company Match.
• Education and Employee Assistance Programs.
• Paid Parental Leave and Adoption Benefits.
• Mortgage Financing Discounts through Pulte Mortgage.

What This Job Offers

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