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Senior Community Warranty Manager

2 months ago

Scottsdale, United States Taylor Morrison Full time

Job Description Summary

As a Senior Community Warranty Manager working for Taylor Morrison you will be responsible for providing excellent customer service with 100% satisfaction to all Taylor Morrison homeowners. You will support the Customer Service department in ensuring that all TM homeowner's warranty service is performed in a timely, efficient, neat, courteous, and professional manner.

Job Details

What You'll Do

  • Provide exceptional leadership to a group of Warranty professionals
  • Directly resolve escalations and oversee complex and challenging situations, collaborating with the Warranty Manager as required
  • Mentor new hires with support from Warranty Managers
  • Be proficient in data entry into the BuildPro Warranty System
  • Address new and current homeowner's concerns demonstrating the highest level of knowledge and customer satisfaction in a prompt courteous manner relating to warranty items that need repair within the parameters of the Warranty Program
  • Be Proficient in an understanding of the Taylor Morrison Warranty Program and Homeowner Maintenance requirements
  • Address new and current homeowner's concerns demonstrating the highest level of knowledge and customer satisfaction in a prompt courteous manner relating to warranty items that need repair within the parameters of the Warranty Program
  • Perform accurate assessments of all service requests submitted by homeowners and answer any warranty questions timely and accurately. This includes visiting the homeowner to ensure the validity of the service requested
  • Coordinate and schedule subcontractors to perform the necessary warranty service repairs in the homeowner's home
  • Perform accurate assessments of all service requests submitted by homeowners and answer any warranty questions timely and accurately. This includes visiting the homeowner to ensure the validity of the service requested
  • Demonstrate a high-level understanding of the Taylor Morrison Warranty Program and Homeowner Maintenance requirements
  • Input and dissemination of warranty tickets and home reviews into BuildPro; distribute to appropriate personnel for completion
  • Manage all escalated customer calls to include documentation, follow-up, and work to assure closure on every claim
  • Administer Taylor Morrison's 10-year Structural Warranty Program to include claim analysis, follow-up, and work to assure closure on every claim
  • Provide weekly tracking of all outstanding warranty work orders to the CWM's and update as required
  • Process check requests for building permits and prepare permit submittals and applications
  • Complete customer service requests timely and accurately
  • Order, update and distribute construction related forms
  • Prepare and submit building permits
  • Perform other duties as assigned

Sound Like You?

You might be just who we're looking for if you have...

  • High School Graduate and have a minimum of 3 years of current or recent experience in a customer service-related position with 2 years' experience in residential construction preferred
  • Excellent communication skills and ability to ensure customer satisfaction
  • Computer skills and ability to adapt to company systems
  • Possess time management skills
  • Must be highly organized and detail oriented
  • Problem solving ability
  • Ability to multi-task and remain focused
  • Ability to travel locally to meet with homeowners

FLSA Status: Non-Exempt

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.

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 access, input, and retrieve information from a computer and/or electronic device
  • Ability to remain poised under all circumstances, diffuse conflict with colleagues and/or customers, and to interact effectively with people in a positive manner
  • Ability to work well in, and be a solid contributor to, team environments, team meetings, and group projects
  • Ability to move from task to task without loss of efficiency or productivity
  • Ability to utilize time management skills, to organize and prioritize tasks
  • Ability to adhere to established procedures and protocols
  • Ability to perform in situations requiring speed, deadlines, or productivity quotas
  • Ability to consider alternative and diverse perspectives, to negotiate, collaborate and incorporate different viewpoints
  • Ability to adjust work habits to fit different tasks and to accommodate unusual and changing situations and schedules
  • 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

Physical Demands:

  • Must be able to 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

*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.

Taylor Morrison is an equal opportunity employer. Taylor Morrison does not discriminate against any candidate or team member on the basis of race, national origin, sex, marital status, sexual orientation, age, disability, religion or veteran status.

Benefits of Working With Taylor Morrison

We are looking for dedicated professionals that share our values of putting the customer - and their needs - first. In addition to a great team atmosphere, career development and advancement opportunities, we offer full-time employees an extensive benefits package, to include:

  • Competitive Compensation
  • Health Care - Medical/Dental/Vision/Prescription Drug Coverage
  • 401(k) with Company Matching Contributions
  • Flexible Spending Accounts
  • Disability Programs
  • Employee & Dependent Life Insurance
  • Vacation & Company Holidays
  • Tuition Reimbursement
  • Employee Home Purchase Rebate Program
  • Home Mortgage Program
  • Employee Assistance Program (EAP)