Job Information
PulteGroup Customer Care Coordinator - Houston, TX in Houston, Texas
We know that BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM!
How would you like to be a part of team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people.At PulteGroup, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve.A position with PulteGroup offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with PulteGroup!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/determine appropriate course of action
Coordinate Customer Care Manager response
Document requests in service and scheduling system
Process work orders in service system
Effectively manage large amounts of incoming calls and emails
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 causes
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 / FEEDBACKSCOPE:
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
PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, “Recruiters”) in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.
We are an equal opportunity employer (http://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.
This Organization Participates in e-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)
Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.
California Privacy Policy (https://www.pulte.com/legal/privacy-policy)