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Meritage Homes Corporation

Customer Care Manager

Meritage Homes Corporation - Morrisville, NC

Customer Care Manager

in

Morrisville

North Carolina

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

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

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 withnew 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 Drivers 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

ID: 2017-4733

External Company Name: Meritage Homes Corporation

External Company URL: www.meritagehomes.com

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Meritage Homes Corporation

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Customer Care Manager Meritage Homes Corporation - Morrisville, NC, United States

   

Location: Morrisville, NC

Company Profile:
Some might say it's important to tell you that we've been around since 1985. Or that we've won a slew of awards ranging from Forbes' Platinum 400 Best Big Companies of America to being the recipient of Texas' Builder of the Year five times, or being named ENERGY STAR® Partner of the Year. But we're about practicality and doing things that actually make a difference in your life and the way you live.