Customer Care Coordinator

Meritage Homes Corporation•Irving, TX

About The Position

Meritage Homes is looking for a Customer Care Coordinator who will ensure all customer care actions are aligned with current Meritage Homes warranty process guidelines. This role involves managing warranty service requests, communicating with various internal teams and external vendors, and maintaining detailed records. The coordinator will also be responsible for preparing reports, tracking warranty metrics, and assisting homeowners with understanding warranty guidelines. Additionally, they will oversee the emergency process, manage subcontractor communications, and prepare data for AVID survey responses. The role may also involve assisting with follow-up calls, understanding product warranties, participating in special projects, and potentially performing duties of an Administrative Assistant or accompanying the Customer Service Manager on homeowner walkthroughs.

Requirements

High school diploma or equivalent required
At least one (1) year of construction experience
Knowledge of homebuilding and construction systems/processes, building codes and Register of Contractor Standards (ROC)
Must be able to read blueprints to maintain quality control and inspect all aspects of construction including framing, stucco installations, electrical, plumbing, etc.
Working knowledge of Microsoft Word and Excel

Nice To Haves

Course work or degree in Construction management preferred
Some supervisory or project oversight experience preferred
Advanced training in one or more trades within residential building industry is strongly preferred
Knowledge of Hyphen a plus

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 & Salesforce
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 walkthroughs / orientation

Benefits

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