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 Northern California. 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.
We are seeking an experienced residential Construction Manager for the East Bay. In this role, you will:- Manage homebuilding construction through all phases to ensure the delivery of a quality home.- Schedule subcontractors and delivery dates for materials.- Ensure all building codes and Meritage Home standards of quality are met.- Conduct walk-through inspections and other scheduled inspections with the homeowner. - Communicate safety standards to laborers and sub-contractors; enforces safety regulations on all job sites. - Maintain a clean and organized jobsite and subdivision.- Interact daily with various departments of company, subcontractors, customers, and city inspectors.- Attend Construction, monthly and quarterly meetings.
CA - San Ramon
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