Customer Care Manager

Description

The Area Customer Care Manager directs the Customer Care process and staff within assigned areas. Sets expectations, provides direction and to support to the CC Team to ensure Meritage Homes Standards of Service are attained. Serves as a key representative for Meritage Homes and is ultimately responsible for addressing issues affecting homeowner satisfaction post-closing.

• Understand the manufacture’s recommendations for the use and application of their products; provide ongoing training to the CC Team to ensure they understand product features and warranty provisions and can explain/demonstrate them to new homeowners.
• Review/act on all new homeowner surveys.
• Compile and review various reports
• Administer a pro-active customer service program.
• Hire, supervise, and direct the work of the Customer Care Team.
• Work in conjunction with Community Construction and Sales Managers to establish a team approach to Customer Satisfaction.
• Ultimately responsible for resolving issues that have been elevated from a Customer Care Team Member, unsatisfied homeowner, homeowner association, or subcontractor.
• In conjunction with the Customer Care Managers/Associates, provide oversight of the work of subcontractors and vendors; ensure the quality and timeliness of work performed; resolve issues in a proactive manner and, as necessary, determine when payment should be withheld.
• Audit, verify and approve for payment, purchase orders for work completed that is deemed not to be the responsibility of a Subcontractor and/or Trade Partner; ensure cost effective resolutions to customer warranty and satisfaction issues.
• Provide ongoing product and customer service training and support to the Customer Care Team.
• Frequent interactions with new homeowners, vendors, subcontractors construction personnel and all levels of employees
• Ensure the CC Team expedites minor and major home repairs within “the spirit” of the new home warranty guidelines, the Register of Contractor (ROC) standards, and in accordance with customer service standards set by Meritage Homes.
• May perform on-site QA inspections and initiate follow-up calls/meetings with the homeowner.

Requirements

• Minimum High School Diploma, Bachelor’s degree strongly preferred
• Team Player; and demonstrated ability to work within cross-functional teams
• Must be able to analyze construction deficits or product problems to determine the root cause, and determine solutions to produce the desired outcome, often under pressure
• State of the art technology to provide an optimal working environment
• Knowledge of or the ability to learn warranty specifications, industry terminology, and standard construction processes and practices
• General residential construction experience, strongly preferred
• Minimum of two (2) years Customer Service experience
• Excellent problem/conflict resolution skills to manage and diffuse situations and customer concerns in a positive manner
• Excellent Oral/Written Communication, Interpersonal, and Customer Service skills, must be responsive to customer needs while maintaining a high degree of professionalism
• Proficiency with Microsoft Office applications with advanced skills in Excel
• Ability to explain complex issues to others in a manner easily understood by both construction industry professionals and customers
• Ability to handle the stress of dealing with trades and with the public
• Strong leadership skills; ability to set objectives, delegate tasks, and evaluate performance of staff
• Five years of management experience; with direct reports

Benefits

Are you looking for an incredible career opportunity? Then Meritage Homes is the place for you! From the homes we build to the careers we offer, we are focused on delivering a Life.Built.Better.®. Meritage is committed to building energy-efficient and affordable entry-level and first move-up homes across the US. We are looking for candidates who are excited about furthering their careers, as well as bringing their authentic self every day to be part of an inclusive organization. Meritage was certified a Great Place To Work for a second year in a row, and is currently ranked on Fortune’s Best Workplaces listings in the categories of Construction, Women and Parents. Meritage has delivered over 200,000 homes in its 40-year history, and has a reputation for its distinctive style, quality construction, and award-winning customer experience. Meritage is looking for professionals who are self-starters and want to help our organization grow by providing new and innovative ideas.

• Flexibility in work-life integration
• Team atmosphere where every individual is considered a vital asset
• Strong benefits
• A work environment that encourages creativity and innovative ideas from every level
• A competitive pay structure
• Opportunity to further your career in a growing national organization
• Team-oriented environment where all individuals play an integral role in the company

Training + Development

Interview process

Visa Sponsorship

Security clearance