Customer Care Specialist

Job Description Summary

The Customer Care Specialist is a key member of the National Customer Care team, responsible for delivering exceptional service to internal warranty teams and homeowners within their assigned area. This role manages customer interactions across multiple communication platforms-including phone, email, chat, and SMS.

Immersed in the company's "Love the Customer" culture, the Customer Care Specialist collaborates with cross-functional teams to address customer inquiries, create service tickets, and ensure timely follow-up on outstanding issues. This position also supports proactive customer outreach efforts, maintains accurate records of customer interactions, and operates proficiently across various software platforms. The Customer Care Specialist is expected to demonstrate strong relationship-building skills, attention to detail, and the ability to thrive in a fast-paced environment while upholding company policies and service standards.

This position is Remote and open to candidates in Arizona.

Job Details

What You'll Do

We trust that as a Customer Care Specialist you will:

• Handle inbound customer inquiries via phone, email, chatbot, SMS, and internet chat, including warranty questions, emergencies, and escalated issues.
• Proactively return customer calls and conduct outbound communication to gather feedback, confirm completed work, and follow up on unresolved matters.
• Execute outbound calls for the Love Connection program and survey collection efforts.
• Create warranty service tickets from webform submissions and other channels.
• Aid and encourage submission of warranty requests through the Customer Portal.
• Record, distribute, and manage customer escalations by division within the SharePoint system
• Manage escalated customer issues with professionalism, collaborating with Customer Experience Managers and cross-functional departments.
• Generate and distribute Power BI reports for survey outreach.
• Collaborate with divisional warranty leadership to ensure support provided is impactful and addresses key needs
• Operate proficiently across various software platforms including CRM systems, Telephony, Surveys, and internal communication tools.
• Maintain a strong understanding of company policies, principles, and departmental strategies.
• Perform other duties as assigned.

What You Will Need:

• Adherence to 'Love the Customer' behaviors and Customer Service Strategies.
• Ability to organize and multi-task in a fast-paced work environment.
• Strong relationship-building skills.
• Ability to work independently and with a team.
• Strong written and verbal communication skills.
• Strong attention to detail.
• Ability to solve problems quickly and effectively.
• Strong active listening skills.
• Ability to stay composed under pressure.

Sound Like You?

You might be just who we're looking for if you have…

• High school diploma or GED.
• Experience in customer service required.
• Experience within homebuilding warranty department preferred.
• Type 40-50 wpm.
• Friendly and calm.
• Team player with a strong sense of urgency.
• Excellent communication skills.
• Organized, with attention to detail.
• Demonstrated ability to build relationships and maintain confidentiality.
• Microsoft Office applications proficiency.

FLSA Status: Non-Exempt

This position is considered a non-exempt position for purposes of wage-hour law, which means that you will be required to keep a time record and will be eligible for overtime pay.

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.

• Work remotely with little to no supervision and adhere to schedule.
• 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 if applicable
• 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)