Job description

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.