Customer Support Advocate II

Taylor Morrison - Scottsdale, AZ

Full-time - Entry Level

Onsite - Scottsdale, AZ

Construction of Buildings

About the position

As a Customer Support Advocate II at Taylor Morrison, you will play a crucial role in delivering exceptional customer service to both potential and established homeowners. This position emphasizes a strong commitment to the company's 'Love the Customer' culture, requiring you to manage various communication platforms and handle a range of customer requests and escalated situations. You will work independently while also providing training and guidance to junior team members, ensuring that all interactions are professional and adhere to company guidelines.

Responsibilities

• Perform all duties independently with little to no assistance.
• Provide guidance and collaborate with Customer Support Advocate I to ensure well-informed decisions that effectively address requests and concerns.
• Support in the management of various communication platforms for customer concerns.
• Facilitate new hire training, mentoring, and developing for the Customer Support Advocate I.
• Effectively gather reporting and data across multiple systems for presentations and other requests.
• Handle incoming calls related to main line, warranty, emergency, and potential sales.
• Perform outbound calls from voicemails left during after hours or company events.
• Communicate effectively with homeowners, potential and existing buyers, and team members at all levels of management.
• Remain professional and cordial during escalated calls and direct to Customer Experience Manager if needed.
• Operate a variety of computer systems effectively.
• Deliver clear and concise presentations, Huddles, or meetings with enthusiasm regarding business operations.
• Accurately submit and explain Warranty requests through the Taylor Morrison Portal and assist with further IT investigation if needed.
• Maintain high-level knowledge of company policies, principles, and strategies across various departments.

Requirements

• High school diploma or GED.
• Typing speed of 40-50 wpm.
• Experience in a reception and/or call center environment.
• Strong written and verbal communication skills.
• Ability to organize and multi-task in a fast-paced work environment.
• Strong relationship building skills and attention to detail.
• Ability to solve problems quickly and effectively.
• Strong active listening skills and ability to stay composed under pressure.
• Experience in the homebuilding industry or related industry is a plus.
• Proficiency in Microsoft Office applications.

Nice-to-haves

• Experience in the homebuilding industry or related industry.

Benefits

• Opportunity to work from home a couple of days a week, subject to business needs.
• Non-exempt position eligible for overtime pay.