1+ months

Corporate Customer Experience Specialist

Phoenix, AZ 85003
  • Job Type

Job Description Summary

As a Corporate Customer Experience Specialist working for Taylor Morrison you will be responsible for acting as a liaison between customers and the Divisions warranty/operations and sales departments. You will work directly with the Division Customer Liaisons in your territory on the following areas: Customer Complaint Management and support for Resolutions, Customer Survey Scores and Hot Box. In addition, you will provide QA on the processes set forth for a collective Customer Service effort between Corporate and your territory Division Teams. Their primary responsibility is to understand the customers concerns and work with the division to attempt an amicable resolution while also engaging process to proactively mitigate customer issues.

Job Details

What Youll Do

  • Identifie efficiency gain opportunities and risks to the company. Continually seeks ways to deliver responsive expertise to customers
  • Engagement of the Love the Customer Service Strategies (HOME and ACT NOW) supporting Division personnel in your Divisions as needed
  • Assists in managing the resolution of escalated customer complaints as a partner and support structure to the divisions. Communicates with escalated customers as necessary and collaborates with the Division to allow them to resolve and close-out the situation
  • Work with Division leadership team to provide support and collaboration on Customer-related opportunities and issues
  • Coordinates monthly QA on the companys Customer Service process
  • Develop, create, engage and articulate standardized processes
  • Administer reporting mechanisms timely and accurately to optimize field awareness of gaps and successes
  • Conducts regular and systematic audits within their designated divisions to ensure process adherence
  • Works closely with divisional and corporate leadership to ensure positive customer trends are recognized and rewarded
  • Engage in bi-monthly partnership meetings with the Division Customer Liaisons and follow-up on any specific needs
  • Provide monthly and weekly survey data reports to divisional DPs and APs in your territory. Manage special requests and support as needed
  • Perform other duties as assigned

Sound Like You?

You might be just who were looking for if you have

  • Bachelor Degree in Business or other related field with recent experience in a customer service related position
  • Experience with a homebuilder or other Customer Service role
  • Must be detail oriented
  • Must be a team player with a strong sense of urgency
  • Strong verbal and written communication skills
  • Proficient computer skills including Microsoft Office
  • Ability to manage multiple projects and meet deadlines

FLSA Status: Exempt

Will have responsibilities such as:

  • Office or non-manual work, which is directly related to management or general business operations
  • Act as a primary component of which involves the exercise of independent judgment and discretion about matters of significance

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 oversee direct reports daily and provide guidance as needed
  • Ability to access, input, and retrieve information from a computer and/or electronic device
  • Ability to have face to face conversations with customers, co-workers and higher level manager
  • Ability to sit or stand for long periods of time and move around work environment as needed
  • Ability to operate a motor vehicle
  • 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 employee 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)


Posted: 2021-08-13 Expires: 2021-10-10

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Corporate Customer Experience Specialist

Taylor Morrison
Phoenix, AZ 85003

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