Area Warranty Supervisor

Taylor Morrison•Tampa, FL

2d•Onsite

About The Position

As an Area Warranty Supervisor working for Taylor Morrison, you will be responsible for supervising your designated warranty team members while maintaining a strong professional relationship with team members and customers to ensure outstanding customer service before and after the close. You will report directly to the Customer Service Manager and support warranty department needs. This role involves managing the day-to-day functions of Customer Service Representatives in designated areas, ensuring they complete warranty tickets as assigned to ensure customer satisfaction. You will also assist with hiring, training, and retention of Customer Service Representatives, and help create efficiencies within the department through process improvement. Additionally, you will work with the Customer Service Coordinator to manage ticket completion, train representatives on the quality control process, and audit/report on quality control progress and compliance. You will research areas of concern to determine action and resolution, and assist the Customer Service Manager with negotiations, pay, and pricing verification with trade partners' contracted costs. Other duties as assigned will also be part of this role.

Requirements

Must have a minimum of 2 years prior customer service related experience in the residential homebuilding industry
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

Nice To Haves

College degree or work-related experience in customer service field specific to the homebuilding industry preferred
Prior supervisory/management experience is preferred

Responsibilities

Report directly to Customer Service Manager and will support warranty department needs
Manage day to day functions of Customer Service Reps in designated areas
Ensure reps are completing warranty tickets as assigned to ensure customer satisfaction
Assist with hiring, training and retention of Customer Service Reps
Help create efficiencies within department through process improvement
Work with Customer Service Coordinator to help manage ticket completion
Train reps on quality control process
Audit and report on quality control progress and compliance
Research areas of concern to effectively determine action and resolution
Assist Customer Service Manager with negotiations, pay, and pricing verification with trade partners contracted costs
Perform other duties as assigned
Interviewing, selecting, and training employees
Setting rates of pay and hours of work
Fostering team member retention and promoting engagement within the team or organization
Evaluating productivity; handling grievances or complaints, or addressing disciplinary actions of team members
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
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 interact effectively in different situations and resolve conflict face to face with customers, co-workers and higher level managers
Ability to make decisions which have significant impact on the company’s credibility, operations, and services
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