Customer Service Representative

1 day ago

Ocala, Florida, United States PulteGroup Full time

About the Role:

We are seeking a highly skilled and customer-focused individual to join our team as a Homeowner Services Representative. As a key member of our customer service team, you will play a critical role in ensuring the satisfaction of our customers by providing exceptional service and support.

Key Responsibilities:

  • Conduct in-person homeowner assessments to determine if corrective work orders are needed.
  • Lead root-cause analysis to identify and resolve issues.
  • Schedule and execute service work through vendors collaboratively with Customer Care coordinators.
  • Manage trades to completion of service requests to customers' satisfaction.
  • Perform minor service-related tasks, such as adjustments and repairs.
  • Establish and maintain positive customer relationships.
  • Conduct quality inspections of homes prior to delivery to customers.
  • Determine trade accountability for back charges and purchase orders.
  • Authorize payment for work performed up to approval limits.
  • Follow applicable legal protocol and process necessary workflow.
  • Monitor customer satisfaction metrics related to customers serviced.

Management Responsibilities:

  • Mentor, coach, and provide feedback to team members.
  • Ensure quality of service and follow-up.
  • Manage warranty and customer service processes.
  • Analyze data to identify trends and areas for improvement.

Requirements:

  • Minimum High School Diploma or equivalent.
  • Bachelor's Degree preferred.
  • Valid Driver's License (driving is an essential function of this position).
  • Minimum 1-3 years customer service and warranty experience or equivalent.
  • Strong customer orientation and ability to adapt/respond to different personality types.
  • Basic construction skills and knowledge.
  • Excellent communication and listening skills.
  • Analytical ability necessary to perform root-cause analysis.
  • Basic computer skills.
  • Conflict resolution skills.
  • Cost management.

About PulteGroup, Inc.:

PulteGroup, Inc. is a leading homebuilder and land developer in the United States. We are committed to providing exceptional customer service and building high-quality homes that meet the needs of our customers. We are an equal opportunity employer and welcome applications from diverse candidates.

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