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Meritage Homes

New Home Warranty Manager

Brentwood, TN

Responsibilities

Our Nashville Division is seeking a (Customer Care (Warranty) Manager; in this role you will direct the Customer Care process and staff within assigned areas. The Customer Care Manager sets expectations, provides direction and to support to the CC 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. Specifically, you will:

  • Focus on Meritage Homes JD Power results in the direction of the Customer Care Team; work product of incumbent significantly impacts the company's JD Power survey score.
  • Review/act on all new homeowner surveys.
  • Hire, supervise, and direct the work of the 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.

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Secondary:
  • 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


Qualifications

QUALIFICATIONS:

Education:

Minimum High School Diploma, Bachelor's degree strongly preferred

Experience:
  • 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

Interpersonal/Communication Skills:
  • 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


Travel:
  • 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


Overview

Are you looking for an amazing career opportunity? Well, look no further! At Meritage Homes, we offer a variety of different careers and are dedicated to building beautiful, environmentally friendly homes, that give our customers the most memorable moments with their loved ones. Meritage Homes is a national top 10 homebuilder and a 2018 ENERGY STAR® Partner of the Year in Sustained Excellence for being a leader in protecting the environment and advancing energy efficiency in homebuilding. 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
  • Strong 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 part of the team


Job ID: Meritage-2020-7581
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • FSA
    • HSA With Employer Contribution
  • Parental Benefits

    • Adoption Assistance Program
  • Financial and Retirement

    • Financial Counseling
  • Professional Development

    • Tuition Reimbursement

This job is no longer available.

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