R0011291 Customer Service Manager (Open)

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.

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