Community Warranty Manager

Taylor Morrison•Scottsdale, AZ

About The Position

As a Community Warranty Manager I at Taylor Morrison, you will provide excellent customer service and support the Customer Service department in ensuring homeowners receive timely, efficient, neat, courteous, and professional warranty service. You will serve as a primary contact for homeowners with warranty issues, administer warranty claims, coordinate inspections and repairs, and help ensure each claim is followed up and closed. The position reports to the Division/Corporate Office/Community daily and requires local travel to meet with homeowners. It is non-exempt and eligible for overtime pay.

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 using a computer or electronic device.
Ability to remain poised, diffuse conflict, and interact effectively and positively with customers and colleagues.
Ability to contribute effectively in team environments, meetings, and group projects.
Ability to move between tasks without losing efficiency or productivity; organize and prioritize work; and follow established procedures and protocols.
Ability to work in situations requiring speed, deadlines, or productivity quotas.
Ability to consider diverse 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 remain stationary for 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 is 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 scheduling through the Buildpro construction software program.
Follow Taylor Morrison procedures for home inspections and warranty work.
Serve as the primary contact for customers with warranty issues and provide a high level of customer satisfaction.
Explain and apply the Taylor Morrison Warranty Program and homeowner maintenance requirements.
Provide service to customers and service representatives using the guidelines established in the Warranty Program.
Enter and distribute warranty tickets and home inspections in Buildpro, and assign them to appropriate contractors for completion.
Manage escalated customer calls and in-person visits, document them, follow up, and work to resolve every claim.
Administer the warranty program, including claim analysis and follow-up through claim closure.
Track outstanding warranty work orders weekly, update records as needed, and communicate updates to the field using Excel.
Complete customer service requests accurately and promptly.
Perform minor repairs by hand, including adjustments and general home repairs.
Perform other duties as assigned.
Report to the Division/Corporate Office/Community daily and adhere to the schedule.
Comply with company policies and procedures.