Meritage Homes Corporation

  • New Home Warranty Associate

    Job ID
    2018-6386
    Location
    US-CO-Greenwood Village
  • Responsibilities

     

    JOB SUMMARY:

    The Customer Care Representative is responsible for managing the completion of Warranty Claims and other request received by homeowners from various communities throughout Denver. This includes conducting face to face in-home claim assessments, determining applicable warranty coverage, coordinating and supervising repairs dates with trade partners and homeowners, and ensuring the satisfactory and timely completion of all repair work pursuant to current Meritage processes and standards. As needed, the Customer Care Representative may also perform Homeowner Orientations and Quality Assurance Inspections.

     

    PRIMARY RESPONSIBILITIES:

    • Utilizing professional skill, knowledge and experience, explain to the Customer in correct construction terminology, what requests are warrantable pursuant to the Meritage Homes Warranty and how they will be repaired.
    • Also explain why other specific warranty requests are not warrantable and suggest appropriate and effective repair and/or maintenance techniques or solutions.
    • Explain the proper method of maintaining and operating various systems and components in the home.
    • Independently develop a plan to complete in a professional and timely manner, the repairs covered by the warranty.
    • Utilizing knowledge and experience, supervise and manage warranty request and repairs to ensure work is professionally performed in accordance with warranty, industry, manufacturers, state, federal and company standards.
    • Responsible for evaluating, scheduling and managing trade partner performance.Performing Homeowner follow-up calls and completing warranty claims in collaboration with the trade partner and Homeowner.
    • Maintain Homeowner Satisfaction at all times, including a Home Readiness Rating of greater than 9.0.
    • Maintain daily contact with Homeowners to inspect service requests, make determinations on warranty requests and communicate the action to be taken pursuant to Meritage Homes warranty provisions.
    • Manage the customer service process according to current operating standards.
    • Complete warranty claims.
    • Evaluate and schedule Trade Partners.Maintain positive Homeowner relations.
    • Provide Homeowner with knowledgeable, timely and professional warranty service in completing all warranty claims in 5 days average.
    • Scheduling follow-up appointments with homeowners at 11-month anniversary to ensure customer satisfaction.
    • Educate Homeowners in warranty procedures and maintenance processes wherever applicable.
    • Participate in weekly Community Team meetings to assure weekly/monthly goals are accomplished and to review any Homeowner or Trade Partner issues.
    • Follow-up with Homeowners and Trade Partners to assure complete warranty satisfaction and Homeowner loyalty.
    • Work with Customer Care Manager as needed to resolve urgent or high priority Homeowner claims or other work assignments.

    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
    UNIQUE REQUIREMENTS:
    • Ability to operate hand tools

    Overview

    Are you looking for an amazing career opportunity? Well, look no further! Meritage Homes offers a variety of different careers and is dedicated to building beautiful, environmentally friendly homes, that give our customers the most memorable moments with their loved ones. We are the first top 10 homebuilder to make every home 100% ENERGY STAR® certified, creating a safe and controlled environment for everyone. If you have a self-starter mindset and want to be a part of something great, come join a company that helps people live happier, healthier lives.

     

    When joining Meritage Homes, you and your career can benefit in several ways, including:

    • A work environment that encourages creativity and innovative ideas from every level
    • An organization that lives by its core values everyday
    • Maintaining a consistent competitive drive to be the bes
    • A competitive pay structure
    • Competitive benefits
    • State of the art technology to provide an optimal working environment
    • Flexibility in work-life integration
    • Having pride in delivering a quality product that benefits people and the environment
    • The opportunity to further your career in a growing national organization
    • Team atmosphere where every individual is considered a vital asset

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