R0013719 Customer Support Advocate II

We trust that as a Customer Support Advocate II you will: (responsibilities)

• 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