Virtual Customer Care Manager II

Westborough, MA

Full time

JR9734

Build a Career That Builds Your Future — with PulteGroup!

Welcome to PulteGroup where we believe in building more than just homes—we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you’ve come to the right place.

As one of the nation’s largest and most respected homebuilders, PulteGroup offers opportunities to grow within a Fortune 500 company that’s consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We’re driven by the bold purpose of Building Incredible Places for People to Live Their Dreams.

For over 70 years, we’ve been building more than homes—we’ve been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey.

Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we’re proud to build homes through our trusted family of brands—including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency —all united under the PulteGroup name.

Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact

This position requires onsite attendance 5 days per week in Westborough, Massachusetts.

The primary responsibility of the Virtual Customer Care Manager II is to triage warranty service requests virtually with homeowners and manage the resolution of their concerns until completion. Using the TechSee platform, the Virtual Customer Care Manager II will conduct an initial analysis of the customer’s claim to determine warranty coverage and the appropriate recourse. This is not a remote position. This role is to be conducted from a division specified location, i.e. a division office or sales office.

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.

• Perform other duties as assigned.

Career Level (P2)

Organizational Impact:

• Works to achieve day-to-day objectives with moderate impact on the area.

• Works independently on larger, moderately complex projects/assignments.

• Sets objectives for own area to meet the objectives or goals of projects and assignments.

• May assist other professionals with tasks and assignments.

Leadership & Talent Management:

• May provide guidance and assistance to entry level professionals and/or support employees.

Knowledge & Experience:

• Requires practical knowledge of area typically obtained through advanced education combined with experience.

• Typically requires a University degree or equivalent experience and minimum 2-4 years of prior relevant experience.

Required Skills/Knowledge

• Proven customer care experience with a strong emphasis on quality of service, and follow-up.

• 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.

Required Licensing, Registration and/or Certifications

• Not applicable

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.

Pay Range:

$36.00-$45.00 per hour

Hired applicant will be eligible to receive a quarterly bonus in the amount of approximately $2,246.40-$2,808 and earn overtime.

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 (http://www.eeoc.gov/sites/default/files/migrated\_files/employers/poster\_screen\_reader\_optimized.pdf) 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 (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)

Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.

California Privacy Policy (https://www.pulte.com/legal/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 [email protected].

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.