Community Warranty Manager

About the Role

As a Community Warranty Manager at Taylor Morrison, you will provide excellent customer service with 100% satisfaction to all Taylor Morrison homeowners. You will support the Customer Service department in ensuring that all warranty service is performed in a timely, efficient, neat, courteous, and professional manner.

Responsibilities

• Become proficient in data entry into BuildPro and conduct Taylor Morrison procedures for home reviews.
• Address new and current homeowner concerns with the highest level of knowledge and customer satisfaction, relating to warranty items that need repair within the parameters of the Warranty Program.
• Acquire an understanding of the Taylor Morrison Warranty Program and Homeowner Maintenance requirements.
• Perform accurate assessments of all service requests submitted by homeowners, including visiting the homeowner to ensure the validity of the service requested, and answer warranty questions timely and accurately.
• Coordinate and schedule subcontractors to perform necessary warranty service repairs in the homeowner’s home.
• Input and disseminate warranty tickets and home reviews into BuildPro; distribute to appropriate personnel for completion.
• Manage all escalated customer calls, including documentation, follow-up, and work to assure closure on every claim.
• Provide weekly tracking of all outstanding warranty work orders to the CWM's and update as required.
• Process check requests for building permits and prepare permit submittals and applications.
• Complete customer service requests timely and accurately.
• Order, update, and distribute construction-related forms.
• Prepare and submit building permits.
• Administer Taylor Morrison’s 10-year Structural Warranty Program, including claim analysis, follow-up, and work to assure closure on every claim.
• Perform other duties as assigned.

Requirements

• High School Graduate with a minimum of 18 months of current or recent experience in a customer service-related position; 1 year of experience in residential construction preferred.
• Excellent communication skills and ability to ensure customer satisfaction.
• Computer skills and ability to adapt to company systems.
• Strong time management skills and highly organized, detail-oriented approach.
• Problem-solving ability and capacity to multi-task while remaining focused.
• Ability to travel locally to meet with homeowners.

Essential Functions

• 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.
• Remain poised under all circumstances, diffuse conflict, and interact effectively with people in a positive manner.
• Work well in team environments, contribute to team meetings, and collaborate on group projects.
• Move from task to task without loss of efficiency or productivity.
• Utilize time management skills to organize and prioritize tasks.
• Adhere to established procedures and protocols.
• Perform in situations requiring speed, deadlines, or productivity quotas.
• Consider alternative and diverse perspectives, negotiate, and collaborate.
• Adjust work habits to fit different tasks and accommodate unusual or changing situations.
• Sit or stand for long periods and move around the work environment as needed.
• Operate a motor vehicle if applicable.
• Comply with company policies and procedures.

Physical Demands

• Ability to remain in a stationary position up to 50% of the time.
• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Benefits

• 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)

FLSA Status: Non-Exempt. This position is considered non-exempt for purposes of wage-hour law, requiring time record-keeping and eligibility for overtime pay.