Community Warranty Manager

Taylor Morrison•Maitland, FL

About The Position

As a Community Warranty Manager I at Taylor Morrison, you will provide customer service to Taylor Morrison homeowners and support the Customer Service department by ensuring warranty service is performed in a timely, efficient, neat, courteous, and professional manner. The role includes reviewing homes, assessing homeowner service requests, coordinating warranty repairs, managing escalated claims, and administering the 10-year Structural Warranty Program. You will also handle warranty documentation and tickets in BuildPro, prepare building permit materials, and complete other assigned duties. The position requires daily reporting to a division, corporate office, or community location and local travel to meet with homeowners. It is non-exempt under wage-hour law, requiring time records and making the employee eligible for overtime. The role involves frequent computer use, moving between tasks and around the work environment, and sitting or standing for extended periods. Applicants must be able to frequently lift or move up to 10 pounds and occasionally up to 25 pounds. Reasonable accommodations will be made for applicants with disabilities to perform essential functions.

Requirements

High school graduate.
At least 18 months of current or recent experience in a customer service-related position.
Excellent communication skills and ability to ensure customer satisfaction.
Computer skills and ability to adapt to company systems.
Time-management skills.
Highly organized and detail oriented.
Problem-solving ability.
Ability to multitask and remain focused.
Ability to travel locally to meet with homeowners.
Ability to access, input, and retrieve information from a computer or electronic device.
Ability to remain poised, diffuse conflict, and interact positively and effectively with others.
Ability to work well and contribute in team environments, meetings, and group projects.
Ability to move between tasks without losing efficiency or productivity.
Ability to organize and prioritize tasks using time-management skills.
Ability to follow established procedures and protocols.
Ability to perform in situations requiring speed, deadlines, or productivity quotas.
Ability to consider different perspectives, negotiate, collaborate, and incorporate different viewpoints.
Ability to adjust work habits to different tasks and changing situations or schedules.
Ability to sit or stand for long periods and move around the work environment as needed.
Ability to operate a motor vehicle if applicable.
Ability to comply with company policies and procedures.
Ability to remain stationary up to 50% of the time, frequently lift or move up to 10 pounds, and occasionally lift or move up to 25 pounds.

Nice To Haves

One year of residential construction experience preferred.
Taylor Morrison experience and/or successful completion of a training program may override the stated education and/or experience requirements.

Responsibilities

Become proficient in entering data into BuildPro.
Conduct Taylor Morrison home review procedures.
Address homeowner concerns about warranty repair items promptly and courteously, within the parameters of the Warranty Program.
Learn the Taylor Morrison Warranty Program and homeowner maintenance requirements.
Assess homeowner service requests, answer warranty questions accurately and promptly, and visit homeowners to confirm the validity of requests.
Coordinate and schedule subcontractors to complete warranty repairs in homeowners’ homes.
Enter and distribute warranty tickets and home reviews in BuildPro to the appropriate personnel.
Manage escalated customer calls, document and follow up on them, and work toward closure of every claim.
Track outstanding warranty work orders weekly and update them as required.
Process check requests for building permits and prepare permit submittals and applications.
Complete customer service requests accurately and on time.
Order, update, and distribute construction-related forms.
Prepare and submit building permits.
Administer the 10-year Structural Warranty Program, including claim analysis and follow-up through claim closure.
Perform other duties as assigned.