Overview
Join to apply for the Customer Care Manager role at Meritage Homes .
Purpose and summary: To direct the Customer Care process and staff within assigned areas. The Area Customer Care Manager sets expectations, provides direction and 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.
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 score.
Review/act on all new homeowner surveys.
Hire, supervise, and direct the work of the 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 proactive customer service program.
Work in conjunction with Community Construction and Sales Managers to establish a team approach to Customer Satisfaction.
Understand the manufacturer’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.
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
Minimum High School Diploma, Bachelor’s degree strongly preferred.
Minimum of two (2) years Customer Service experience.
Five years of management experience; with direct reports.
General residential construction experience, strongly preferred.
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.
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; demonstrated ability to work within cross-functional teams.
Strong leadership skills; ability to set objectives, delegate tasks, and evaluate performance of staff.
Benefits/Overview
Are you looking for an incredible career opportunity? Meritage Homes is focused on delivering a Life.Built.Better. We are committed to building energy-efficient and affordable entry-level and first move-up homes across the US. We value authentic, inclusive contributions from every day. Meritage has been named a Great Place To Work and is ranked on Fortune’s Best Workplaces listings in Construction, Women and Parents. We offer a range of benefits and opportunities to grow within a growing national organization.
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 every day
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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Construction
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