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Customer Care Associate

Expired Job

Meritage Homes Greenville , SC 29617

Posted 4 months ago

Responsibilities

This position is responsible for customer calls and walk throughs and primarily works in the field.

FUNDAMENTAL JOB DUTIES/RESPONSIBILITIES:

Essential:

  • Schedule and meet with homeowners to review/resolve post closing warranty repair and service requests.

  • Participate in the 10 step AVID-Customer Satisfaction process in assigned communities.

  • Assist as time permits with the inspection process. Conduct walk-through inspections and other scheduled inspections with the homeowner.

  • Evaluate actual vs. perceived problem to determine the root cause. Make a determination with regards to whether the problem is an item that is clearly covered under the warranty guidelines, if there could be a warrantable item that is underlying the current problem, or if prior repair of a warrantable item may have caused the problem.

  • Resolve customer issues deemed to be outside the scope of the warranty. Determine when Meritage Homes should cover the costs of repair within the "spirit" of the warranty in order to satisfy the homeowner.

  • Manage the scheduling of subcontractors with homeowners for timely completion of warranty requests; ensure the work is performed in a timely manner.

  • Oversee and inspect the work of subcontractors in accordance with "the spirit" of warranty guidelines, the Register of Contractor Standards, and Meritage Homes' quality standards. Obtain customer sign-off for satisfactorily completed work.

  • Initiate cost effective resolutions to customer warranty and satisfaction issues.

  • Verify and submit invoices for work deemed not to be the responsibility of a subcontractor or product manufacturer.

  • Respond to emergencies to meet customer service expectations.

  • Analyze and understand manufacturer's recommendations for the use and application of their products, product features, and warranty provisions and explain/demonstrate them to new homeowners.

  • Identify trends and resolve issues in a proactive manner; recommend corrective action to include withholding of payment to subcontractors, and discontinuance future contracts with subcontractors.

  • Work with the Construction Manager, Area Construction Manager and Sales Associates within a team approach to customer satisfaction and the delivery of a quality product.

  • Work with management team on resolving various outstanding legal claims.

Secondary:

  • May repair or otherwise fix minor items impacting homeowner satisfaction such as replacing electrical outlet face plates, caulking, touch up paint and other similar small items.

  • May repair or otherwise fix items in the community model home.

Qualifications

Education: 4 years of college preferred

Experience:

  • Familiarity with construction industry; with training in one or more trades strongly preferred
  • 3+ years Customer Service experience preferably in construction industry with 3+ years as an Assistant Superintendent

Technical Skills:

  • Basic computer skills, knowledge of Microsoft Office applications, including Outlook Calendar and Excel

  • Knowledge of warranty specifications, industry terminology, and standard construction processes and practices

  • Must be able to analyze construction deficits or product problems to determine root cause, and determine solutions to produce desired outcome; often under pressure

Interpersonal/Communication

Skills:
  • Excellent communication, interpersonal, and customer service skills; must be responsive to customer needs while maintaining high degree of professionalism

  • Detailed written documentation for communication both internally and externally

  • Daily interactions with new homeowners, subcontractors, vendors, and all levels of employees

  • Excellent problem/conflict resolution skills to handle/diffuse situations and customer concerns in a positive manner

  • Ability to explain complex issues to others in a manner easily understood by both construction industry professionals and to customers

  • Team Player; demonstrated ability to work within cross-functional teams

Judgment:

  • Sound judgment with ability to make good decisions under time pressure

  • Accurate; with keen attention to detail

  • Self directed; takes initiative, proactively addresses problems; can work with minimal oversight

Mental Abilities:

  • Analytical; with ability to give, receive, analyze information, and interpret complex issues in order to determine the root problem and make effective decisions to bring the issue to a successful conclusion

  • Highly organized and flexible; with ability to prioritize multiple projects and meet deadlines, often with frequent interruptions and changing circumstances, in a high-volume fast-paced work environment

UNIQUE REQUIREMENTS:

  • Ability to operate hand tools

Travel:

  • Position normally does not require travel out of region, but could travel for meetings or training

  • Frequent local travel between project sites

  • 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 REQUIREMENTS

Work Environment:

  • Work is performed in equal amounts in an office environment and on-site in customer homes and new Meritage communities

  • 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, there will be occasions when after-hours, weekend and holiday coverage will be required.

Overview

Are you looking for an amazing career opportunity? Well, look no further! Meritage Homes offers a variety of different careers and is dedicated to building beautiful, environmentally friendly homes, that give our customers the most memorable moments with their loved ones. We are the first top 10 homebuilder to make every home 100% ENERGY STAR certified, creating a safe and controlled environment for everyone. If you have a self-starter mindset and want to be a part of something great, come join a company that helps people live happier, healthier lives.

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

  • Maintaining a consistent competitive drive to be the best

  • A competitive pay structure

  • Competitive benefits

  • State of the art technology to provide an optimal working environment

  • Flexibility in work-life integration

  • Having pride in delivering a quality product that benefits people and the environment\

  • The opportunity to further your career in a growing national organization

  • Team atmosphere where every individual is considered a vital asset

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Customer Care Associate

Expired Job

Meritage Homes