New Home Warranty Representative - Dublin/Pleasanton/Mountain House Job ID 2018-5105 Location US-CA-San Ramon Responsibilities JOB SUMMARY: The Customer Care Representative is responsible for managing the completion of Warranty Claims and other request received by homeowners from various communities throughout Northern California. This includes conducting face to face in-home claim assessments, determining applicable warranty coverage, coordinating and supervising repairs dates with trade partners and homeowners, and ensuring the satisfactory and timely completion of all repair work pursuant to current Meritage processes and standards. As needed, the Customer Care Representative may also perform Homeowner Orientations and Quality Assurance Inspections. PRIMARY RESPONSIBILITIES: Utilizing professional skill, knowledge and experience, explain to the Customer in correct construction terminology, what requests are warrantable pursuant to the Meritage Homes Warranty and how they will be repaired. Also explain why other specific warranty requests are not warrantable and suggest appropriate and effective repair and/or maintenance techniques or solutions. Explain the proper method of maintaining and operating various systems and components in the home. Independently develop a plan to complete in a professional and timely manner, the repairs covered by the warranty. Utilizing knowledge and experience, supervise and manage warranty request and repairs to ensure work is professionally performed in accordance with warranty, industry, manufacturers, state, federal and company standards. Responsible for evaluating, scheduling and managing trade partner performance.Performing Homeowner follow-up calls and completing warranty claims in collaboration with the trade partner and Homeowner. Maintain Homeowner Satisfaction at all times, including a Home Readiness Rating of greater than 9.0. Maintain daily contact with Homeowners to inspect service requests, make determinations on warranty requests and communicate the action to be taken pursuant to Meritage Homes warranty provisions. Manage the customer service process according to current operating standards. Complete warranty claims. Evaluate and schedule Trade Partners.Maintain positive Homeowner relations. Provide Homeowner with knowledgeable, timely and professional warranty service in completing all warranty claims in 5 days average. Scheduling follow-up appointments with homeowners at 11-month anniversary to ensure customer satisfaction. Educate Homeowners in warranty procedures and maintenance processes wherever applicable. Participate in weekly Community Team meetings to assure weekly/monthly goals are accomplished and to review any Homeowner or Trade Partner issues. Follow-up with Homeowners and Trade Partners to assure complete warranty satisfaction and Homeowner loyalty. Work with Customer Care Manager as needed to resolve urgent or high priority Homeowner claims or other work assignments. Qualifications BACKGROUND/EXPERIENCE: Requires a high school diploma or equivalent. Related functional experience in the construction industry. One to three years prior experience working directly for a homebuilder is preferred. Knowledge of the overall construction process preferred. Ability to occasionally perform minor home repairs is favorable. ATTRIBUTES/SKILLS Professional appearance, positive attitude Strong verbal and effective written skills. Proficient computer skillsProblem solver; demonstrates sound judgment and common sense Good negotiating skillsWork wells under pressure; can manage conflict and confrontation Ability to reset priorities as needs dictate Reliable and dependableUnderstanding of the technical aspects of the construction industry Empathetic good listener, patient Strong organizational skills and detail oriented Ability to multi-task and effectively manage several different assignments simultaneously Reliable vehicle and valid driver's license required Able to effectively manage cost control and recovery PERSONAL CHARACTERISTICS: The successful candidate should bring the following characteristics to the position, all of which are essential functions of the job. The Customer Care Representative should maintain a professional appearance and positive attitude and be a self-starter who is interested in learning and growing professionally. Detailed-oriented, a problem solver, demonstrate sound judgment, multi-task oriented, works well under pressure, highly organized, flexible, comfortable in a fast-paced environment and willing to be part of the team. Excellent interpersonal and communication skills are essential. Overview From the homes we build to the careers we offer, were about doing things that actually make a difference in your life and the way you live. Meritage Homes is a thriving company that believes in building beautiful, incredibly innovative and energy-efficient homes people adore. We were the first national top 10 homebuilder to have every home we build be 100% ENERGY STAR® certified. And with more than 100,000 homes built, our focus, since day one, has been to build incredible new homes and communities in prime locations for fantastic prices. But more than anything, we build energy-efficient homes and communities for people who appreciate a home being built the way it can, and should, be built. And for the staff at Meritage Homes that make this all possible, we believe in having the same standards of quality and reward that make for an enjoyable career. When joining Meritage Homes, you and your career can benefit in a number of ways, including: An entrepreneurial work environment that encourages creativity and innovative ideas from every level A competitive drive to be the best Pride in delivering a quality product that benefits people and the environment, superior service, and exceptional value Top-notch benefits The opportunity to further your career in a growing national organization Team atmosphere where every individual is considered a vital asset