Customer Care Coordinator

Responsibilities

Meritage Homes is looking for a Customer Care Coordinator who will:

• Ensure all customer care actions are aligned with current Meritage Homes warranty process guidelines
• Manage warranty service requests via email or the Meritage website, verify close of escrow dates to ensure warranty requests are valid
• Receive and expedite calls from homeowners and vendors as appropriate
• Communicate with construction, warranty and sales personnel to expedite warranty requests
• Input data, generate, process and distribute service requests and work orders in a timely manner
• Maintain and track information using the E1 People Soft System & Salesforce
• Create and finalize letters and other correspondence
• Prepare reports and track warranty metrics on a weekly basis.
• Share data with customer care associates and managers
• Manage all homeowner information including 21-day warranty visits and schedules
• Update records related to scheduling changes and for subsequent buyers
• Research home files as needed to assist in the service or legal discovery process
• Be familiar with Meritage Homes' new home manual including warranty provisions
• Answer homeowner questions and assist with understanding of warranty guidelines
• Oversee the emergency process by following up on all emergency calls, creating warranty requests and assisting field personnel to complete emergency repairs
• Receive and direct calls from subcontractors
• Prepare reports and track data for AVID survey responses and scores
• Assist, as required, with follow-up calls to homeowners verifying completion of warranty repairs
• Understand/learn the manufacturer's recommendations for product features, use, and warranty provisions for products which generate the most frequent customer calls.
• As required, participate in special projects relating to warranty events or focus groups
• Work to better understand general construction knowledge
• May perform duties of an Administrative Assistant
• May accompany the Customer Service Manager on homeowner walkthroughs / orientation

Qualifications

• High school diploma or equivalent required. Course work or degree in Construction management preferred.
• At least one (1) year of construction experience with some supervisory or project oversight experience preferred.
• Advanced training in one or more trades within residential building industry is strongly preferred.
• Knowledge of homebuilding and construction systems/processes, building codes and Register of Contractor Standards (ROC).
• Must be able to read blueprints to maintain quality control and inspect all aspects of construction including framing, stucco installations, electrical, plumbing, etc.
• Working knowledge of Microsoft Word and Excel. Knowledge of Hyphen a plus.

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 fourth year in a row. Meritage has delivered over 210,000 homes in its 41-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

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