Responsibilities

　　The Customer Care Manager directs the Customer Care process and staff within assigned areas. The Customer Care Manager sets expectations, provides direction and to support to the Customer Care 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.

　　Primary Responsibilities

　　Focus on Meritage Homes AVID results in the direction of the Customer Care Team; work product of incumbent significantly impacts the company's AVID survey scoreReview/act on all new homeowner surveysHire, supervise, and direct the work of the Area Customer Care TeamProvide ongoing product and customer service training, and support to the Customer Care TeamEnsure 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 HomesAdminister a pro-active customer service programWork in conjunction with Community Construction and Sales Managers to establish a team approach to Customer SatisfactionUnderstand 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 homeownersIn 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 withheldAudit, 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 issuesBudget responsibilityUltimately responsible for resolving issues that have been elevated from a Customer Care Team Member, unsatisfied homeowner, homeowner association, or subcontractorMay perform on-site QA inspections and initiate follow-up calls/meetings with the homeowner

　　Qualifications

　　Minimum of a High School Diploma. Bachelor's degree strongly preferredMinimum of five (5) years of new home warranty experience Experience in a management role with direct reports stongly preferredKnowledge of warranty specifications, industry terminology, and standard construction processes and practicesMust be able to analyze construction deficits or product problems to determine the root cause, and determine solutions to produce the desired outcome; often under pressureExcellent problem/conflict resolution skills to manage and diffuse situations and customer concerns in a positive mannerFrequent interactions with new homeowners, vendors, subcontractors construction personnel and all levels of employeesAbility to handle the stress of dealing with trades and with the publicAbility to explain complex issues to others in a manner easily understood by both construction industry professionals and customersStrong leadership skills; ability to set objectives, delegate tasks, and evaluate performance of staff

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　　Overview

　　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 believe in quality. Meritage Homes is the ENERGY STAR® Partner of The Year in Sustained Excellence for being a leader in protecting the environment and advancing energy efficiency in homebuilding. We are looking for candidates who are excited about furthering their careers, as well as being a part of an organization that helps people live happier, healthier lives. With over 100,000 homes built, Meritage Homes is looking for professionals who are self-starters and want to help our organization grow by providing new and innovative ideas.

　　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 levelAn organization that lives by its core values everydayTeam atmosphere where every individual is considered a vital assetState of the art technology to provide an optimal working environmentA competitive pay structureStrong benefitsFlexibility in work-life integrationTeam-oriented environment where all individuals play an integral role in the companyOpportunity to further your career in a growing national organizationMaintain a competitive drive to be the best