Customer Care Coordinator

Primary Job Responsibilities

• Respond to initial customer requests for service.
• Document and process requests in service and scheduling 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.
• Affirmatively determine and document 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 other duties as assigned.

  Career Level (S2)

  • Organizational Impact: Works to achieve day-to-day objectives with direct impact within the area.
  • Leadership & Talent Management: May provide guidance and assistance to new or entry level employees.

  Knowledge & Experience

  • Requires operational knowledge of systems and procedures.
  • Typically requires high school diploma or equivalent and 3 years relevant work experience.
  • Some job areas may require vocational or technical education in addition to prior work experience.

  Required Skills/Knowledge

  • Strong emphasis on quality service and follow-up.
  • People-oriented and able to adapt to varying emotions and situations from customers.
  • Excellent communication and listening skills.
  • Strong analytical ability to perform root-cause analysis.
  • Well-organized with ability to multi-task, prioritize, and manage time effectively.
  • Strong computer skills.
  • Conflict resolution skills.

  Highly Preferred

  • Microsoft Office Suite and CRM database management software.

  Physical Requirements

  Not applicable

  Pay Range

  $28.70 - $35.87 per hour

  Hired applicant will be eligible for quarterly bonus incentives

  Benefits

  • Up to 8 paid company holidays per year.
  • Eligible Sales employees with less than 10 years of service receive up to 17 days of unpaid Sales Time Off per year (and up to 22 days of unpaid Sales Time off per year upon 10 or more years of service).
  • Employees are eligible to participate in the Company’s 401(k) Plan.
  • Medical, dental, and vision insurance coverage.
  • Disability, basic life insurance and parental leave.
  • Voluntary insurance coverage options, including critical illness, accident and hospital indemnity, are also available.
  • Employee Assistance Program and tuition reimbursement (as applicable).
  • Other state required benefits such as paid family and medical leave insurance and/or paid sick time as applicable.

  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.

  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