Corporate Customer Operations Specialist

Job Description Summary

The Corporate Customer Operations Specialist at Taylor Morrison will support the warranty, quality control, and customer operation functions for both internal and external customers. This individual will contribute to standardizations, optimization, and process across these key operational areas. This role involves conducting outbound calls to homeowners to ensure accuracy of customer satisfaction through surveys, warranty related discussion, and other customer inquiries, specifically for the post-closing One Year Surveys for all divisions. You will act as the support to all other survey touchpoints when necessary. This role requires a high level of attention to detail, integrity, and professionalism. You will support survey operations by completing over-the-phone surveys, reminding homebuyers of pending surveys, expiration timing, managing survey change requests, and proactively addressing escalated issues. Your efforts will directly contribute to improving customer engagement and collecting valuable feedback for our continuous improvement initiatives. The Corporate Customer Operations Specialist will partner with cross-functional teams to enhance process improvements that align with the customer, warranty, and quality control operations department. This individual will be fully immersed in the “Love the Customer” culture and successfully demonstrate exceptional customer service.
This individual will have a hybrid work environment between remote and the Corporate office.

Job Details

What You’ll Do

• Manage the Qualtrics system and execute survey resend requests and co-buyer change requests promptly and in compliance with established internal policies.
• Management and optimization of system functions related to customer data, providing enhancements and reporting capabilities.
• Manage, administer and monitor the Customer Survey Call Back Systems to ensure completion and accuracy of follow-ups.
• Manage adherence to compliance standards for all surveys and related activities, upholding company and regulatory guidelines.
• Manage key components of Customer Survey functions, ensuring accuracy, updating change requests, and other divisional support.
• Create reports outs and engage data analysis assessing customer satisfaction metrics, identifying trends, patterns, and areas for enhancement.  Make business recommendations as needed.
• Decision maker for moving forward division personnel requests on reconsideration for a completed survey status/retake.
• Conduct daily outbound survey calls according to the survey call schedule, gathering post-closing feedback from homeowners while providing reminders or feedback as needed across all divisions.
• Accurately administer and document over-the-phone surveys, ensuring the integrity and confidentiality of customer responses is maintained.
• Identify and proactively address escalated issues, consulting with the Customer Experience (CX) team or notifying/interfacing with Division Leaders as needed. Be the example of our core tenants using HOME and ACT NOW in all interactions.
• Deliver exceptional customer service during survey interactions, collaborating with internal teams to share insights and escalate issues to enhance customer satisfaction.
• Collect, analyze, and present key metrics and trends to support weekly and monthly division report outs.
• Engage the creation and implementation of national standardizations, optimizations, and procedures across the warranty, quality control, and customer operations.
• Development and execution of standardized procedures.
• Partner with Division Liaisons to provide support and establish best practices for customer, warranty, and quality control operations and systems.
• Prepare regular reports for management and Division Leadership, highlighting key performance indicators and data-driven trends.
• Inform the enhancement of PowerBI reporting tools to optimize team performance.
• Create reports, presentations and correspondence and must be highly proficient with Microsoft Office applications.
• You are willing to perform other duties as assigned

Sound Like You?

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

• Minimum of 2 years of experience with a homebuilder in the warranty department preferred.
• Experience as a Division Liaison strongly preferred
• Must be a team player with a strong sense of urgency
• Strong problem solver
• 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/Visio​​n/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)