Customer Care Coordinator

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Job description

Responsibilities:
Fundamental Job Duties and Responsibilities:

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 and vendors 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 E1 People Soft System

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

Research home files as needed to assist in the service or legal discovery process

Be familiar with Meritage Homes' new home manual including warranty provisions

Answer homeowner questions and assist with understanding of warranty guidelines

Oversee the emergency process by following up on all emergency calls, creating warranty requests and assisting field personnel to complete emergency repairs

Receive and direct calls from subcontractors

Prepare reports and track data for AVID survey responses and scores

Assist, as required, with follow up calls to homeowners verifying completion of warranty repairs

Understand/learn the manufacturer's recommendations for product features, use, and warranty provisions for products which generate the most frequent customer calls.

As required, participate in special projects relating to warranty events or focus groups

Work to better understand general construction knowledge

May perform duties of an Administrative Assistant

May accompany the Customer Service Manager on homeowner walk-throughs / orientations

Qualifications:
Education:

High School Diploma or equivalent required.

Two or more years of college preferred.

Experience:

3+ years' experience in customer service within the construction industry preferred.

Knowledge/Technical Skills:

Basic computer proficiency, with a working knowledge of Microsoft Office as well as strong math skills.Ability to read and interpret blue prints and other construction documents.

Interpersonal/Communication Skills:

Strong organizational skills, ability to prioritize and multitask. Strong communication, interpersonal, and customer service skills. Able to simplify issues into concise explanations and communicate them to internal and external customers. Ability to explain complex issues in a manner easily understood by industry personnel and customers with limited knowledge of construction processes or terminology. Ability to work with contractors, laborers, employees at all levels, and customers with a high degree of professionalism. Good problem/conflict resolution skills with the ability to influence others and manage conflict in a positive manner.

Ability to set priorities and manage projects through all phases of completion.

Judgment:

Sound judgment with the ability to make good decisions under time pressures and the ability to determine when to seek assistance or consult with more senior personnel. Accurate; with keen attention to detail while staying clearly focused on the big picture. Self-directed; takes initiative, proactively addresses problems; can work with minimal oversight.

Mental Abilities:

Must be able to deal effectively with outside influences which bring frustration in making everyday business decisions.

Highly organized and flexible; with the ability to prioritize numerous details, define schedules, and meet deadlines, with frequently changing circumstances, in a high-volume fast-paced work environment.

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 very 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

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