Responsibilities

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

QualificationsQUALIFICATIONS: 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

Judgmen t:

• 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 REQUIREMENTSWork 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 incredible career opportunity? Then Meritage Homes is the place for you! From the homes we build to the careers we offer, we are focused on delivering a Life.

Built.Better.®.  Meritage is committed to building energy-efficient and affordable entry-level and first move-up homes across the US. We are looking for candidates who are excited about furthering their careers, as well as bringing their authentic self every day to be part of an inclusive organization. Meritage was certified a Great Place To Work for a second year in a row, and is currently ranked on Fortune’s Best Workplaces listings in the categories of Construction, Women and Parents. Meritage has delivered over 200,000 homes in its 40-year history, and has a reputation for its distinctive style, quality construction, and award-winning customer experience. Meritage 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 level
• An organization that lives by its core values everyday
• Team atmosphere where every individual is considered a vital asset
• State of the art technology to provide an optimal working environment
• A competitive pay structure
• Strong benefits
• Flexibility in work-life integration
• Team-oriented environment where all individuals play an integral role in the company
• Opportunity to further your career in a growing national organization
• Maintain a competitive drive to be the best

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

Judgmen t:

• 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 REQUIREMENTSWork 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