Customer Care Manager

Responsibilities

The Salt Lake City Division is seeking a Customer Care (Warranty) Manager. In this role, you will :

• Respond to warranty claims and work with homeowners to schedule repairs and verify quality of work
• Ensure all customer actions are aligned with current Meritage Homes Customer care guidelines
• Work closely with National Director of Customer Care to handle warranty issues quickly and efficiently. Communicate regularly with the national director for feedback and updates and, when necessary, to deal with any major incidents
• Make every effort to guarantee that warranty issues do not extend past divisional responsibility
• Be involved in staff recruitment and appraisals. Work with National Director of Customer Relations to recruit new customer care staff.

Lead and train your team to deliver a high standard of customer care.

• Be involved in the recruitment of construction managers to ensure each new manager has the customer service skills required to support customer care directives.
• Ensure the proper processing, communication and documentation of all warranty claims
• Ensure that all warranty requests are completed and brought to closure
• Understand and manage monthly warranty expenditures
• Review trade partner warranty related performance
• Handle all elevated warranty issues involving complaints, potential legal issues
• Ensure that scheduling of customer service inspections and repairs are handled in a professional, effective, timely manner
• Oversee the management of online E1 warranty files for all closed homes. Ensure customer records including correspondence and completion of service claims is accurate, maintained and updated on a continual basis
• Review all warranty reports, including work order cost reports on a weekly basis with the customer care team
• Ensure the thorough completion of all warrantable items on each warranty service request
• Investigate and solve all customer problems that may be complex and long-standing or have details that customer care associates are unable to solve.
• Provide weekly warranty metric updates to area construction managers and the VP or Director of construction

Qualifications

• High School Diploma or equivalent required.
• 5+ years of construction experience and extensive warranty related experience.
• This position must have strong customer service skills, be adept at problem solving and skillful at building relationships with homeowners in addition to having the experience to manage a team of customer service professionals.

Note : Dependent upon division size and number of homes under construction and in warranty, the focus of the job and time spent performing specific tasks may vary significantly.

The job description outlined below is intended to be an overview of the job throughout all divisions, and includes the basic functions for a customer care manager within Meritage Homes Corporation.

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 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

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