Job Description Summary
As a Customer Service Representative working for Taylor Morrison, you will be responsible for providing excellent customer service with 100% satisfaction to all Taylor Morrison homeowners. You will support the Customer Service department in ensuring that all TM homeowner’s warranty service is performed in a timely, efficient, neat, courteous, and professional manner.
WE TRUST THAT AS A CUSTOMER SERVICE REPRESENTATIVE YOU WILL: (RESPONSIBILITIES)
• Proficient in scheduling through construction software program Buildpro
• Conduct Taylor Morrison procedures for home reviews
• Address new and current homeowner’s concerns demonstrating the highest level of knowledge and customer satisfaction in a prompt courteous manner relating to warranty items that need repair within the parameters of the Warranty Program
• Acts as the primary contact for customers warranty issues, exhibits solid warranty knowledge, and provides the highest level of customer satisfaction
• Perform accurate assessments of all service requests submitted by homeowners and answer any warranty questions timely and accurately. This includes visiting the homeowner to ensure the validity of the service requested
• Acquire an understanding of the Taylor Morrison Warranty Program and Homeowner Maintenance requirements
• Provide a high level of service to our customers and service representatives using guidelines established in Taylor Morrison’s One-year Warranty Program
• Coordinate and schedule subcontractors to perform the necessary warranty service repairs in the homeowner’s home
• Manage all escalated customer calls to include documentation, follow-up, and work to assure closure on every claim
• Complete customer service requests timely and accurately while providing optimal customer service
• Order, update and distribute construction related forms
• Utilize Build-Pro to assist sub-contractors with information retrieval
• Perform other duties as assigned
WHAT YOU WILL NEED: (COMPETENCIES, BEHAVIORS & ATTRIBUTES)
• Creative/Innovative
• Customer Service Focused
• Dependable/Reliable
• Integrity/Trust
• Prioritization
• Team Player
ABOUT YOU:
• High School Graduate and have a minimum of 3 years of current or recent experience in a customer service-related position. Some knowledge of residential construction helpful
• Excellent communication skills and ability to ensure customer satisfaction
• Computer skills and ability to adapt to company systems
• Possess time management skills
• Must be highly organized and detail oriented
• Problem solving ability
• Ability to multi-task and remain focused
FLSA STATUS: NON-EXEMPT
• This position is considered a non-exempt position for purposes of wage-hour law, which means that you will be required to keep a time record and will be eligible for overtime pay.
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 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 if applicable
• Comply with company policies and procedure
PHYSICAL DEMANDS:
• Must be able to able to remain in a stationary position up to 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)
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