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
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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 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
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.