Customer Support Advocate II

As a Customer Support Advocate II at Taylor Morrison, America's 5th Largest Homebuilder, you will workalongside our divisions across the country to provide superior customer service to potential and establishedhomeowners within the Taylor Morrison Brands. Working at Taylor Morrison, you will be fully immersed in our"Love the Customer" culture. You will work on multiple types of communication platforms to best assist alldepartments within the company, specializing in and managing customer requests and escalated situationswithin a variety of systems. You will be required to take incoming and outgoing calls that range from mainline,warranty, emergency, and potential sales calls. As a Customer Support Advocate II, you will work independentlyand provide training and guidance to Customer Support Advocate I. You must be able to remain professional,empathetic, and adhere to all company guidelines during every call.

• Ability to perform all duties independently with little to no assistance
• Provide guidance and collaborate with Customer Support Advocate I to support informed decision-making and resolve customer issues effectively
• Manage and monitor various communication platforms, including phone, email, chatbot, SMS, and internet chat, ensuring timely, professional responses to customer inquiries and feedback
• Conduct outbound communication proactively to gather customer feedback, confirm completed work, and follow up on unresolved matters, ensuring resolution and satisfaction
• Facilitate new hire training, mentoring, and developing for the Customer Support Advocate I
• Collect and analyze data across multiple systems to produce reports, presentations, and other deliverables as needed
• Handle inbound calls, including but not limited to main line inquiries, warranty questions and inquiries, emergencies, potential sales leads, and escalated customer service issues.
• Proactively return customer calls received through voicemails during hours, after-hours or company events, ensuring timely follow-up and resolution.
• Effectively communicate with homeowners, prospective buyers, and team members at all organizational levels
• Manage escalated customer issues with exceptional professionalism, coordinating with Customer Experience Managers and cross-functional departments as necessary for timely resolution.
• Operate proficiently across various software and CRM systems, Sales, Telephony, Surveys, Warranty, and other internal communication platforms.
• Ability to deliver clear and concise presentations, Huddles, or meetings with enthusiasm regarding any business operations
• Accurately submit and explain Warranty requests through the Taylor Morrison Portal account, user Portal assistance, and further IT investigation, if needed
• Maintain a strong understanding of company policies, principles, and departmental strategies, staying current with procedures across corporate and divisional teams, including:
  • Business Optimization - Local and National
  • Construction & Warranty Departments - Managers, Liaisons, Coordinators, and department processes
  • Executive Team and their Assistants
  • Finance Department - Accounts Payable, Controllers, and department processes
  • Information Technology Department - Managers and knowledge of different responsibilities
  • Land Department - Acquisition, HOA, and Project Managers
  • Legal Department - Must be able to handle callers in litigation
  • People Services Department - Operations, Payroll, Recruiting, Total Rewards, and their processes
  • Sales & Marketing Department
• Efficiently gather customer information and details using various channels and tools to proactively address and resolve inquiries efficiently.
• Proactively analyze customer interaction data to identify trends, forecast customer issues, and suggest improvements in customer service processes.
• Monitor and respond to chat request for information through our chat bot
• Ability to perform other duties as deemed necessary

• Always adhering to "Love the Customer" behaviors and Customer Service Strategies, HOME and ACT NOW
• Ability to organize and multi-task in a fast-paced work environment
• Strong relationship building skills
• Ability to work independently and with a team
• Strong written and verbal communication skills
• Strong attention to detail
• Ability to solve problems quickly and effectively
• Strong active listening skills
• Ability to stay composed under pressure

• High school diploma or GED
• Type 40-50 wpm
• Reception and/or Call Center Experience
• Friendly and calm
• Excellent communication skills
• Organized, and an attention to detail
• Strong written and verbal communication skills
• Demonstrated ability to build relationship and maintain confidentiality
• Experience in homebuilding industry, or related industry a plus
• Microsoft office applications

• This position is considered a non-exempt position for purposes of wage-hour law, which means that you will be required to keep a time record and will be eligible for overtime pay.

• Report to Corporate Office daily and adhere to schedule.
• Ability to access, input, and retrieve information from a computer and/or electronic device.
• Ability to work remote with little to no supervision.
• Ability to have face to face conversations with visitors, co-workers, and higher-level managers.
• Ability to sit or stand for long periods of time and move around work environment as needed.
• Ability to operate a motor vehicle if applicable.
• Comply with company policies and procedure.

• Must be able to remain in a stationary position up to 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