Customer Care Coordinator – PulteGroup
Join a leading homebuilding company that values your ideas and supports your growth. PulteGroup is a Fortune 500 company with a strong culture of inclusion and innovation.
Job Summary: The Customer Care Coordinator is 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. This position requires onsite attendance 5 days per week in Westborough, MA.
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
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
Scope
Decision Impact: Division
Department Responsibility: Single
Budgetary Responsibility: No
Direct Reports: No
Indirect Reports: No
Required Education
Minimum High School Diploma or equivalent
Associate’s Degree preferred
Required Experience
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 for experience working within Microsoft Office Suite and CRM database management software
Pay Information
$31.00 – $35.00 hourly. Hired applicant will be eligible to earn overtime and a bonus of approximately $3,800 – $8,000 annually (paid quarterly). Additional benefits include up to 9 paid company holidays per year, up to 6 days of sick pay, PTO accrual, 401(k) plan, medical/dental/vision coverage, disability, basic life insurance, parental leave, voluntary insurance options, Employee Assistance Program, tuition reimbursement, and state‑required benefits where applicable.
Equal Opportunity Employment
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, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide reasonable accommodations to qualified applicants with disabilities.