Job Description

This role is In Office/In Field in the Vancouver Washington/Portland Oregon area.

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 home maintenance and warranty 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

Pay Range: $74,000 - $104,000
Bonus Eligible
*Actual offers will be based on a variety of factors including experience 

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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Application Instructions

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