Customer Care Coordinator

PulteGroup is looking for a Customer Care Coordinator to be the first point of contact for homeowners requesting warranty service. The role requires onsite attendance 5 days per week in Westborough, MA. The ideal candidate will have proven customer support experience and strong communication and analytical skills.

Requirements

• 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
• 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 cost
• Ensure division complies with service history information and company retention requirements
• Support claims/risk filings
• Perform related administrative duties, as assigned

Benefits

• 401(k) Plan
• Medical, dental, and vision insurance coverage
• Company-paid disability, basic life insurance, and parental leave
• Voluntary insurance coverage options
• Employee Assistance Program
• Tuition reimbursement
• Paid company holidays
• Sick pay
• PTO days
• State required benefits such as paid family and medical leave insurance and/or paid sick time