R0011383 Director of Customer Service (Open)

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

• Ensure best practices are being utilized for the most optimal customer experience through the Division Warranty Department
• Work collaboratively with leadership of all other departments and corporate and ensure customer service objectives are in alignment with the companies’ core values and strategic goals
• Create a culture of love for the customer with equal accountability to yourself and others
• Responsible for department budget
• Forecast responsibilities for department overhead
• Ensure proper placement of CSR’s in local areas to ensure efficient service to customers
• Oversee more than one customer service managers
• Oversee the division customer service coordinators
• Responsible for leading 30 or more customer service-related employees
• Report and tracking of warranty trends and setting control measures
• Oversee payroll for Service Managers and Coordinators
• Hire and develop Service Managers and Coordinators
• Responsible for operations within the division may include quality control or other departments
• Be a respected leader with high integrity and professionalism
• You are willing to perform other duties as assigned

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

• Customer Focus
• Business Acumen
• Developing Direct Reports and Others
• Drive for Results
• Priority Setting
• Self-Knowledge
• Analytical skills to evaluate data and make operations decisions

About you:

• Bachelor’s degree, military service or 10 years work related experience in customer service field preferred
• 7+ years’ experience with a production home builder
• 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

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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