R0011190 Customer Support Advocate I (Open)

What You’ll Do

 We trust that as a Customer Support Advocate I you will:

• Handle all incoming calls that are subject to but not limited to: main line, warranty, emergency, and potential sales calls
• Perform outbound calls from voicemails that were left during afterhours or company events
• Effectively communicate with homeowners, potential and existing buyers, and team members at all levels of management
• Ability to remain professional and cordial during escalated calls, consult with Customer Support Advocate II, and direct to Customer Experience Manager, if needed
• Effectively operate variety of computer systems
• Accurately submit and explain Warranty requests through the myTM account, user Portal assistance, and Help Desk tickets, if needed
• Basic knowledge of all department responsibilities and procedures within divisions and corporate office - not limited to:
  • Business Optimization - Local and National
  • Construction & Warranty Departments - Managers, Liaisons, Coordinators, and department processes
  • Executive Team and their Assistants
  • Finance Department - Accounts Payable, Controllers, and department processes 
  • Information Technology Department - Managers and knowledge of different responsibilities
  • Land Department - Acquisition, HOA, and Project Managers
  • Legal Department - Must be able to handle callers in litigation
  • People Services Department - Operations, Payroll, Recruiting, Total Rewards, and their processes
  • Sales & Marketing Department

• Resourceful in gathering information and customer details to better assist the customer through phone and e-mail
• Monitor and respond to chat request for information through our internet chat
• Ability to perform other duties as deemed necessary.

Preferred Skills and Knowledge

• Always adhering to "Love the Customer" behaviors and Customer Service Strategies, HOME, and ACT NOW
• Ability to organize and multi-task in a fast-paced work environment
• Strong relationship building skills
• Ability to work independently and with a team
• Strong written and verbal communication skills
• Strong attention to detail
• Ability to solve problems quickly and effectively
• Ability to stay composed under pressure

Sound Like You?

You might be just who we’re looking for if you have

• High school diploma or GED
• Type 40-50 wpm
• Reception and/or Call Center Experience
• Friendly and calm
• Excellent communication skills
• Organized, and an attention to detail
• Strong written and verbal communication skills
• Demonstrated ability to build relationship and maintain confidentiality
• Experience in homebuilding industry, or related industry a plus
• Microsoft office applications

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 management
• 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.

Taylor Morrison is an equal opportunity employer.  Taylor Morrison does not discriminate against any candidate or employee based on race, national origin, sex, marital status, sexual orientation, age, disability, religion, or veteran status.

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