Customer Care Coordinator

Carmel, IN, United States

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 and 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 cause- 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 assignedMANAGEMENT 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- Additional consideration will be given to candidates with experience working within Microsoft Office Suite and CRM database management software

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)

Here at PulteGroup:

We will not send correspondence from any non-PulteGroup email (for example, we will not contact you via a gmail, yahoo or outlook email address)

We conduct our interviews in person or via phone or Teams/Zoom video (we would never conduct an interview via text message or Teams chat)

We will not issue you a check as part of your onboarding for any reason (including for supplies, home office equipment, computers, etc.)

We will not request money as part of your interview or onboarding process

If you suspect you have been contacted by a scammer and would like to verify the legitimacy of an offer, please contact [email protected].

PulteGroup Employee Benefits

At PulteGroup, we believe that our people are what makes us a great place to work and we strive to meet their health and welfare needs with a competitive suite of benefit offerings designed for their unique lifestyles.

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

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.