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.


Application Instructions

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