Job Description Summary

As the Director of Customer Service for Taylor Morrison, you will be responsible for implementing and enforcing strategic plans and policies related to Divisional warranty related initiatives. The primary goal is to ensure customer satisfaction as well as operational excellence within the department. The emphasis of this position is to focus on the larger picture of the organization’s strategic goals and customer satisfaction, rather than on the details of the implementation of the department initiatives.Job Details

We trust that as a Director of Customer Service you will: (responsibilities)

Ensure best practices are being utilized for the most optimal customer experience through the Division Warranty Department
Work collaboratively with leadership of all other departments and corporate and ensure customer service objectives are in alignment with the companies’ core values and strategic goals
Create a culture of love for the customer with equal accountability to yourself and others
Responsible for department budget
Forecast responsibilities for department overhead spending
Ensure proper placement of CSR’s in local areas to ensure efficient service to customers
Oversee more than one Customer Service Managers
Oversee the division customer service coordinator(s)
Responsible for leading up to 30 or more customer service-related employees
Report and tracking of warranty trends and setting control measures
Oversee payroll for Service Managers, Customer Service Representatives and Coordinators
Hire and develop Service Managers, Customer Service Representatives and Coordinators
Responsible for operations within the division including quality control or other departments
Be a respected leader with high integrity and professionalism
You are willing to perform other duties as assignedDirector level position only applies to Divisions that have 2,000 or more closings per year.
What you will need: (competencies, behaviors & attributes)
Customer Focus
Business Acumen
Developing Direct Reports and Others
Drive for Results
Priority Setting
Self-Knowledge
Analytical skills to evaluate data and make operations decisions

About you:

Bachelor’s degree, military service or 10 years work related experience in customer service field preferred
7+ years’ experience with a production home builder
Prior management experience is required
Exceptional communication skills and follow up
Superior customer service and satisfaction skills required
Must have exceptional relationship building skills. Must also bring exceptional organization, scheduling, follow up, and planning skills

FLSA Status: Exempt

Will have responsibilities such as:

Interviewing, selecting, and training employees;
Setting rates of pay and hours of work;
Appraising productivity; handling employee grievances or complaints, or disciplining employees;
Determining work techniques;
Planning the work;
Apportioning work among employees;
Determining the types of equipment to be used in performing work, or materials needed;
Planning budgets for work;
Monitoring work for legal or regulatory compliance;
Providing for safety and security of the workplaceEssential 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 procedurePhysical Demands:
Must be able to remain in a stationary position 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.
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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)

Average Compensation: $133,796

How Much Do Taylor Morrison Employees Make?

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