Meritage Homes Corporation

  • Customer Care Manager

    Job ID
    2019-6984
    Location
    US-FL-Tampa
  • Responsibilities

    PURPOSE AND SUMMARY:  To direct the Customer Care process and staff within assigned areas. The Customer Care Manager 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.   

     

    FUNDAMENTAL JOB DUTIES/RESPONSIBILITIES:  

     

    Essential:  

    • Focus on Meritage Homes JD Power results in the direction of the Customer Care Team; work product of incumbent significantly impacts the company’s JD Power survey score
    • Review/act on all new homeowner surveys
    • Hire, supervise, and direct the work of the Area Customer Care Team
    • Provide ongoing product and customer service training, and support to the Customer Care Team.  
    • 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
    • Administer a pro-active customer service program
    • Work in conjunction with Community Construction and Sales Managers to establish a team approach to Customer Satisfaction
    • 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
    • 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
    • Budget responsibility
    • Ultimately responsible for resolving issues that have been elevated from a Customer Care Team Member, unsatisfied homeowner, homeowner association, or subcontractor

    Secondary:

    • May perform on-site QA inspections and initiate follow-up calls/meetings with the homeowner
    • Compile and review various reports  
    • Special projects and assignments, frequent and ongoing

    Qualifications

    QUALIFICATIONS:

     

    Education:  Minimum High School Diploma, bachelor’s degree strongly preferred    

     

    Experience: 

    • Minimum of two (2) years Customer Service experience
    • Five years of management experience; with direct reports
    • General residential construction experience, strongly preferred

    Technical Skills: 

    • Proficiency with Microsoft Office applications with advanced skills in Excel
    • 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 Oral/Written Communication, Interpersonal, and Customer Service skills, must be responsive to customer needs while maintaining a high degree of professionalism     
    • Excellent problem/conflict resolution skills to manage and diffuse situations and customer concerns in a positive manner
    • Frequent interactions with new homeowners, vendors, subcontractors  construction personnel and all levels of employees
    • Ability to handle the stress of dealing with trades and with the public 
    • Ability to explain complex issues to others in a manner easily understood by both construction industry professionals and customers
    • Team Player; and demonstrated ability to work within cross-functional teams         
    • Strong leadership skills; ability to set objectives, delegate tasks, and evaluate performance of staff

    Judgment:

    • Sound judgment and integrity, and 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, interpret complex issues, 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 ahigh-volume fast-paced work environment

     UNIQUE REQUIREMENTS:

     

    Travel:  

    • Position normally does not travel out of region, but could travel for meetings or training
    • Work requires the ability to operate an automobile, a valid state Driver's License, a personal vehicle, and personal vehicle liability Insurance coverage to meet the standard set by Meritage Homes

     PHYSICAL– ENVIRONMENTAL REQUIREMENTS:

     

    Work Environment:                                       

    • Work is generally performed in an office environment with frequent trips to new home sites, and/or project sites   
    • Occasional exposure to all weather conditions, dust, dirt, hazardous chemicals and other particulates.

    Work Schedule: Work is generally performed during what is considered to be normal business hours, however on occasion may be required to work weekend and evenings

     
     

    Overview

    Are you looking for an amazing career opportunity? Well, look no further! At Meritage Homes, we offer a variety of different careers and are dedicated to building beautiful, environmentally friendly homes, that give our customers the most memorable moments with their loved ones. Meritage Homes is a national top 10 homebuilder and a 2018 ENERGY STAR® Partner of the Year in Sustained Excellence for being a leader in protecting the environment and advancing energy efficiency in homebuilding. 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 best
    • A competitive pay structure
    • Strong 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 part of the team

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    Looking for an amazing career opportunity but just not seeing exactly what you want? We are always looking for top talent and we are interested in connecting with you in the future!