Customer Service Representative

2 weeks ago

Coppell, Texas, United States PulteGroup Full time

We are committed to building consumer-inspired homes and communities that make lives better. At PulteGroup, we believe that success starts with having the right people. As a Customer Care Coordinator, you will be the first point of contact for homeowners requesting warranty service.

Your primary responsibility will be to conduct initial analysis of customer issues to triage and determine the appropriate course of action. You will receive initial customer requests for service, coordinate with the Customer Care Manager, and document requests in the service and scheduling system.

You will also process work orders in the service system, effectively manage large amounts of incoming calls and emails, and build sustainable relationships of trust through open and interactive communication. Additionally, you will address complaints, provide appropriate solutions and alternatives within warranty guidelines and time thresholds, and follow-up to ensure resolution.

As a key member of our team, you will assist in determining and documenting root cause, track and report division service levels, satisfaction, response rates, and costs. You will also ensure division compliance with service history information and company retention requirements, support claims/risk filings, and perform related administrative duties as assigned.

Key Responsibilities:

  • Conduct initial analysis of customer issues to triage and determine the appropriate course of action
  • Receive initial customer requests for service and coordinate with the Customer Care Manager
  • Document requests in the service and scheduling system
  • Process work orders in the service system
  • Effectively manage large amounts of incoming calls and emails
  • Build sustainable relationships of trust through open and interactive communication
  • Address complaints and provide appropriate solutions and alternatives within warranty guidelines and time thresholds
  • Follow-up to ensure resolution
  • Assist in determining and documenting root cause
  • Track and report division service levels, satisfaction, response rates, and costs
  • Ensure division compliance with service history information and company retention requirements
  • Support claims/risk filings
  • Perform related administrative duties as assigned

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 multitask, prioritize, and manage time effectively
  • Conflict resolution skills

We are an equal opportunity employer 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.

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