Customer Support Advocate II

Taylor Morrison • Scottsdale, AZ

194d • Onsite

About The Position

As a Customer Support Advocate II at Taylor Morrison, America's 5th Largest Homebuilder, you will work alongside our divisions across the country to provide superior customer service to potential and established homeowners within the Taylor Morrison Brands. Working at Taylor Morrison, you will be fully immersed in our 'Love the Customer' culture. You will work on multiple types of communication platforms to best assist all departments within the company, specializing in and managing customer requests and escalated situations within a variety of systems. You will be required to take incoming and outgoing calls that range from mainline, warranty, emergency, and potential sales calls. This position is located in Scottsdale, AZ and will be office-centric hybrid. There will be an opportunity to work from home a couple of days a week and is subject to change based on needs of the business.

Requirements

• High school diploma or GED
• Type 40-50 wpm
• Reception and/or Call Center Experience
• Friendly and calm demeanor
• Excellent communication skills
• Organized, and an attention to detail
• Strong written and verbal communication skills
• Demonstrated ability to build relationships and maintain confidentiality
• Experience in homebuilding industry, or related industry a plus
• Proficiency in Microsoft office applications

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
• 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

Benefits

• Eligible for overtime pay
• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Construction of Buildings
• Education Level: High school or GED