Customer Service Manager

Taylor Morrison
US - Florida - Sarasota
May 4, 2024

Summary

As a Customer Service Manager working for Taylor Morrison you will be responsible for managing the Division's warranty team including developing and maintaining a strong professional relationship with team members and customers, and for developing and maintaining outstanding customer service after the close.

Job Details

We trust that as a Customer Service Manager you will: (responsibilities)

Manage the field and office warranty team members to ensure the best customer experience
Managing the sale after close, providing an exceptional customer experience that will contribute to additional referrals
Homeowner interaction to set expectations on warranty process and procedures
Evaluate all divisional warranty requests and determines course of action
Coordinate a large group of trade partners around homeowners schedule to resolve appropriate items
Follow up visits with Homeowner to insure work is clean, complete, and timely
Follow up with contractors and Homeowners to verify work is scheduled
Negotiate, pay, and verify pricing with trade partners contracted costs
Monthly review and tracking of warranty trends
Prepares weekly payroll
Thorough documentation of all warranty claims
Research areas of concern to effectively determine action/solutions
Manage a high volume of warranty calls in a timely manner
Contributes to the divisional customer satisfaction goals
Regular detailed reporting of customer warranty data to the VP of Construction
Budgeting of warranty as needed
Direct and manage the warranty team: hire, develop and retain team members
You are willing to perform other duties as assigned

What you will need: (competencies, behaviors & attributes)

Business Acumen
Customer Focus
Developing Direct Reports and Others
Drive for Results
Priority Setting
Self-Knowledge

About you:

College degree, military service or work related experience in customer service field preferred
Prior management experience is required
Exceptional communication skills and follow up
Superior customer service and satisfaction skills required
Must have exceptional relationship building skills. Must also bring exceptional organization, scheduling, follow up, and planning skills
Must have a minimum 3-5 years in an industry related field

FLSA Status: Exempt

Will have responsibilities such as:

Interviewing, selecting, and training employees;
Setting rates of pay and hours of work;
Appraising productivity; handling employee grievances or complaints, or disciplining employees;
Determining work techniques;
Planning the work;
Apportioning work among employees;
Determining the types of equipment to be used in performing work, or materials needed;
Planning budgets for work;
Monitoring work for legal or regulatory compliance;
Providing for safety and security of the workplace

Essential Functions:

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Report to Division/Corporate Office/Community daily and adhere to schedule
Ability to oversee direct reports daily and provide guidance as needed
Ability to access, input, and retrieve information from a computer and/or electronic device
Ability to have face to face conversations with customers, co-workers and higher level manager
Ability to sit or stand for long periods of time and move around work environment as needed
Ability to operate a motor vehicle
Comply with company policies and procedure

Physical Demands:

Must be able to able to remain in a stationary position 50% of the time
The ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

*Taylor Morrison experience and/or successful completion of training program may override required education and/or experience requirement.

Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.

Benefits of Working With Taylor Morrison

We are looking for dedicated professionals that share our values of putting the customer - and their needs - first. In addition to a great team atmosphere, career development and advancement opportunities, we offer full-time employees an extensive benefits package, to include:

Competitive Compensation
Health Care - Medical/Dental/Vision/Prescription Drug Coverage
401(k) with Company Matching Contributions
Flexible Spending Accounts
Disability Programs
Employee & Dependent Life Insurance
Vacation & Company Holidays
Tuition Reimbursement
Employee Home Purchase Rebate Program
Home Mortgage Program
Employee Assistance Program (EAP)

Read the full job description and apply online on the recuiter's web-site

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