Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Customer Care Manager

Expired Job

Meritage Homes Irving , TX 75061

Posted 4 months ago


  • 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.

  • Compile and review various reports

  • Special projects and assignments, frequent and ongoing


Education: 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

Technical Skills:

  • 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 withnew 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; and demonstrated ability to work within cross-functional teams

  • Strong leadership skills; ability to set objectives, delegate tasks, and evaluate performance of staff


  • Sound judgment and integrity, and the ability to make good decisions under time pressures

  • Accurate; with keen attention to detail

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

Mental Abilities:

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

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


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

  • 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

Work Environment:

  • Work is generally performed in an office environment with frequent trips to new home sites, and/or project sites

  • 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 on occasion may be required to work weekend and evenings


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

  • Phenomenal benefits

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

  • Flexibility in work-life balance

  • 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


upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Priority Customer Care Principal Analyst

Vistra Energy

Posted 5 days ago

VIEW JOBS 1/12/2019 12:00:00 AM 2019-04-12T00:00 If you have what it takes to become part of the Vistra Energy family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available and apply online. Job Description Overview: This position is a senior level analyst position responsible for the performance results, both metrics and customer experience, of the Account Supervisor Group, within the Priority Customer Care organization. The Analyst has responsibility for analyzing and implementing improvements to business processes, identifying and facilitating reporting to measure channel performance and delivering an improved customer experience, in escalated handling scenarios. Responsibilities: * Oversee and manage the Lights Out In Error (LOIE) process; including ownership of root cause analysis, identification of process improvements and system enhancements to reduce LOIE occurrences and working collaboratively across TXUE to drive shared ownership of LOIE reduction efforts * Integrate, analyze and manage data from various systems including SAP, Salesforce, SharePoint, and other external sources to measure performance and/or drive performance improvement * Create and maintain ongoing dialogue with strategic channel partner(s) and internal personnel to ensure a positive, valued relationship that is aligned with the successful execution of business initiatives and achievement of strategic objectives. * Provide direction and guidance to third party partners by resolving reported issues in a timely and decisive manner, or escalate as appropriate * Develop and present regular and timely reports, not limited to channel performance and applicable channel compliance controls Requirements: * Bachelor's degree in business or related field and/or equivalent work experience * MBA or other related advanced degree beneficial * 5- 7 years of work experience in process improvement, customer service and/or change management/project management * Knowledge and experience with customer relationship management (CRM) and project management tools and methods required * Knowledge and experience developing and analyzing large-scale customer information systems or processes * Experience managing vendor relationships desired * Advanced Skill in using computer software applications such as MS Office products * Strong analytical skills, including root cause analysis Key Metrics: * Customer Experience Energizing Event Success (LOIE) ,Customer Satisfaction/Customer Effort (Post Call Survey,) Trusted Advisor Quality Assurance Skills * Margin Metrics Customer Losses, Product Value * Credit Metrics Collection Rate, CRM Payment Arrangements Job Family Customer Service Company TXU Retail Services Company Locations Irving, Texas TexasWe are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then you will have a good career here! If you currently work for Vistra Energy, TXU or Luminant please apply via the internal career site. Vistra Energy Irving TX

Customer Care Manager

Expired Job

Meritage Homes