Meritage Homes Corporation

Customer Care Associate

Job ID
2018-4811
Location
US-NC-Charlotte

Responsibilities

Meritage Homes Charlotte is seeking  a Customer Care Associate that thrives on excellent customer service, high volume in a fast pace team environment. This position requires someone with the ability to work independently and closely with our Meritage Home Owners and Trade Partners.  Customer Care Associates (CCA) resolve warranty claims by visiting Meritage homeowners to inspect issues, make the determination if claim is eligible under the warranty guidelines, and then work to resolve warrantable claims quickly. CCA’s are responsible for claim resolution in multiple assigned communities and work from their own vehicle.   

 

JOB RESPONSIBILITIES:

  • Positive attitude and good social/interpersonal skills are essential.
  • Responsible for achieving high levels of customer service.  Excellent customer service is a must.
  • Ability to perform minor repairs.
  • Supervise the warranty-service work of laborers and sub-contractors at several home sites within a community.
  • Hold trades accountable for results. Inspect subcontractors work for quality standards, ensuring that trade specific scope of work has been completed.
  • On warranty repairs, ensure all building codes, Register of Contractor Standards (ROC), and Meritage Home standards of quality are met. Resolve quality control issues as they arise.
  • Participate in the 10 step AVID-Customer Satisfaction process for all warranty claims.
  • Manage customer expectations during the warranty process.
  • Interact with customers and interpret warranty claims vs. Meritage Homes warranty manual.
  • Assist as time permits with the inspection process. Conduct walk-through inspections and other scheduled inspections with the homeowner.
  • Conduct Quality Assurance walks on homes nearing final orientations Communicate safety standards to laborers and sub-contractors; enforces safety regulations on all job sites.
  • Interact daily with various departments of company, subcontractors, homebuyers, homeowners, and city inspectors.
  • Must have excellent time management, organizational, and scheduling skills to manage assigned warranty claims in organized and methodical manner.
  • Manage paperwork flow to include updating reports, tracking customer sign offs, etc.
  • Manage warranty reports to assure prompt-professional service to our homeowners.
  • High school diploma or equivalent. Course work or degree in Construction Management preferred.
  • 3 years construction experience with some supervisory or project oversight experience.
  • Advanced training in one or more trades within residential building industry strongly preferred.
  • Knowledge of homebuilding and construction systems/processes, building codes.
  • Must be able to read blueprints to maintain quality control and inspect all aspects of construction including framing, stucco installations, electrical, plumbing, etc.
  • Must possess strong conflict management and resolution skills. Have the ability to say “no” and overcome obstacles in a professional manner.
  • Strong written communication skills with the ability to draft informative correspondence to homeowners.
  • Working knowledge of Microsoft Word, Excel, Outlook. Knowledge of Hyphen a plus.

Qualifications

Education: Minimum High School Diploma, two or more years of college is preferred
Experience:
• Familiarity with the construction industry; training in one or more trades is strongly preferred
• Minimum of four (4) years of Customer Service experience preferably in the construction industry
Technical Skills:
• Basic computer skills, knowledge of Microsoft Office applications
• Knowledge of or the ability to learn warranty specifications, industry terminology, and standard construction processes and practices
• 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
Interpersonal/Communication Skills:
• Excellent communication, interpersonal, and customer service skills, must be responsive to customer needs while maintaining a high degree of professionalism
• Daily interactions with new homeowners, subcontractors, vendors, and all levels of employees
• Excellent problem/conflict resolution skills to handle/diffuse situations and customer concerns in a positive manner
• Ability to explain complex issues to others in a manner easily understood by both construction industry professionals and to customers
• Team Player; and demonstrated ability to work within cross-functional teams
Judgment:
• Sound judgment with the ability to make good decisions under time pressures
• Accurate; with keen attention to detail
• Self-directed; takes initiative, proactively addresses problems; can work with minimal oversight
Mental Abilities:
• Analytical; with the ability to give, receive, analyze information, and interpret complex issues in order to determine the root problem and make effective decisions to bring the issue to a successful conclusion
• Highly organized and flexible; with the ability to prioritize multiple projects and meet deadlines, often with frequent interruptions and changing circumstances, in a high-volume fast-paced work environment

Overview

From the homes we build to the careers we offer, we’re about doing things that actually make a difference in your life and the way you live. Meritage Homes is a thriving company that believes in building beautiful, incredibly innovative and energy-efficient homes people adore.

 

We were the first national top 10 homebuilder to have every home we build be 100% ENERGY STAR® certified. And with more than 100,000 homes built, our focus, since day one, has been to build incredible new homes and communities in prime locations for fantastic prices. But more than anything, we build energy-efficient homes and communities for people who appreciate a home being built the way it can, and should, be built. And for the staff at Meritage Homes that make this all possible, we believe in having the same standards of quality and reward that make for an enjoyable career. 

 

When joining Meritage Homes, you and your career can benefit in a number of ways, including:

  • An entrepreneurial work environment that encourages creativity and innovative ideas from every level
  • A competitive drive to be the best
  • Pride in delivering a quality product that benefits people and the environment, superior service, and exceptional value
  • Top-notch benefits
  • The opportunity to further your career in a growing national organization
  • Team atmosphere where every individual is considered a vital asset

 

 

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.