Responsibilities

PURPOSE AND SUMMARY

• The Customer Care Coordinator is primarily an information management and customer support position. This can be the initial point of contact for some homeowners. This position directs the flow of information from the homeowner to Construction

• Managers and Customer Care Associates and processes all information related to warranty service.

• The Customer Care Coordinator is responsible for the timely and accurate flow of information to Customer Care Associates and Construction Managers.

• Ensure that all customer care actions meet Meritage Homes policy and procedure requirements and are aligned with company ethics guidelines.

• Understand all internal audit requirements related to customer care and ensure that all customer care documentation are completed and filed in accordance with those requirements.

• Acts in a supporting role to the Customer Care Associate and Manager.

• Provides weekly data reports to summarize daily and weekly progress.

Fundamental Job Duties and Responsibilities:

• Provide highest level of service to all customers, both internal and external.

• 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 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 Salesforce and Hyphen Platforms

• 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

• Be familiar with Meritage Homes’ new home manual including warranty provisions. Use this information to answer homeowner questions and to assist them with understanding of their warranty guidelines

• Oversee the emergency process by following up of all emergency calls, creating warranty requests and assisting field personnel with complete emergency repairs

• Study and understand manufacturer’s recommendations for the use of products and the warranty provisions for those products.

• Receive and direct calls from subcontractors

• Prepare reports and track data for AVID survey responses and scores

• Create warranty binders for all communities Assist, as required, with follow up calls to homeowners verifying completion of warranty repairs

• As required, assist customer care managers and associates with walk-throughs, new homeowners orientations

• Work to better understand general construction knowledge

• Perform miscellaneous office duties as needed

Qualifications

Ideally, the Customer Care Coordinator will have some basic knowledge of the construction process and warranty related experience. This position must have strong customer service skills and be adept at problem solving, conflict resolution and scheduling. Must be well-spoken and able to communicate verbally on the telephone and create written correspondence to homeowners.

• High school diploma or equivalent required. Course work or degree in Construction management preferred.

• At least one (1) year of construction experience preferred.

• Basic knowledge of the construction process and warranty related experience.

• Strong customer service skills and be adept at problem solving, conflict resolution and scheduling.

• Must be well-spoken and able to communicate verbally on the telephone and create written correspondence to homeowners.

Note: Dependent upon division size and number of homes under construction and in warranty, the focus of the job and time spent performing specific tasks may vary significantly. The job description outlined below is intended to be an overview of the job throughout all divisions, and includes the basic functions for a Customer Care Coordinator within Meritage Homes Corporation.

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 believe in quality.   Meritage Homes is the ENERGY STAR® Partner of The Year in Sustained Excellence for being a leader in protecting the environment and advancing energy efficiency in homebuilding. We are looking for candidates who are excited about furthering their careers, as well as being a part of an organization that helps people live happier, healthier lives. With over 100,000 homes built, Meritage Homes 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

Headquartered in Scottsdale, Arizona, we’ve built more than 150,000 homes in multiple markets across the country. We believe that every family deserves to live better, smarter and healthier. It’s why we’re setting the new standard in home construction & design and leading the way in energy-efficient homes. For the employees at Meritage Homes that make this all possible, we believe in having the same standards of quality and reward that make for a challenging and enjoyable career.