Virtual Customer Care Manager

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! Primary Job Responsibilities Coordinate virtual response to customer warranty calls through TechSee platform and MS Dynamics 365. Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps. Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection. Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365. Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication. Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution. Determine and document root cause of common service items, reporting on any opportunities for improvement. Perform related administrative duties, confirmations, and in-home inspections, as needed. Other duties as assigned. Management Responsibilities Delegates work according to employee’s abilities and skills. Provides input to employee’s performance evaluations. Assists in the identification of internal and external training opportunities. Provides continuous coaching with regard to functional and leadership standards (technical skills and behaviors). Scope Decision Impact: Division Department Responsibility: Single Budgetary Responsibility: No Direct Reports: No Indirect Reports: No Physical Requirements: The position may involve sitting, standing, driving, and/or movement, the ability to exert a minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull, and otherwise move objects. Must be able to climb ladders, scaffolding, and other means to reach and observe all areas of the building. Ability to work in various weather conditions – heat, rain, cold, etc. Required Education/Experience Minimum High School Diploma or equivalent Bachelor’s Degree preferred Minimum of 1-2 years of construction industry experience Proven customer care experience with a strong emphasis on quality of service, and follow-up Required Licensing, Registration and/or Certifications Valid driver’s license as driving is an essential function of this position Required Skills/Knowledge Customer oriented with conflict resolution skills, the ability to adapt and respond to different personality types Excellent communication and listening skills, with analytical ability to perform root cause analysis Highly conscientious and well-organized, with the ability to multi-task, prioritize, and manage time effectively Technology savvy, with excellent computer skills, and an overall understanding of basic Microsoft Office Suite programs Additional consideration will be given to candidates with experience working within MS Dynamics 365, and TechSee 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 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 Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer. California 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 Recruiting@Pulte.com. 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.