R0011383 Director of Customer Service (Open)
Job Description
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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Application Instructions
Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!
Apply OnlinePosted: 11/14/2023
Job Status: Full Time
Job Reference #: R0011383