Customer Care Manager

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.

• 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 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
• May perform on-site QA inspections and initiate follow-up calls/meetings with the homeowner

• Minimum of a High School Diploma. Bachelor’s degree strongly preferred
• Minimum of five (5) years of new home warranty experience
• Experience in a management role with direct reports stongly preferred
• Knowledge of 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 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
• Strong leadership skills; ability to set objectives, delegate tasks, and evaluate performance of staff