Customer Care Specialist

Taylor Morrison; Phoenix (AZ); Hybrid; USD 22,000 - 33,000; Full time

Job summary

Taylor Morrison is seeking a Customer Care Specialist to join the National Customer Care team. The role involves handling inquiries across phone, email, chat, and SMS, maintaining accurate records, and collaborating with cross-functional teams to resolve issues.

This position is remote but open to candidates in Arizona, reflecting a flexible approach to service excellence. You will manage escalations, support warranty processes, and contribute to proactive outreach while upholding the Love the

Qualifications

• Must have strong communication skills, both written and verbal.
• Able to organize, multitask, and manage multiple inquiries in a fast-paced environment.
• Demonstrates relationship-building abilities and customer focus.
• Able to work independently and collaboratively as part of a team.
• Good problem-solving and time management skills.

Responsibilities

• Handle inbound inquiries via phone, email, chat, and SMS, including warranty questions.
• Proactively reach out to customers to gather feedback and confirm work status.
• Create service tickets and assist with warranty requests through portals and forms.
• Record, track, and distribute escalations across divisions using SharePoint and CRM systems.
• Generate Power BI reports for outreach and performance monitoring.

Skills

Communication

Attention to detail

Multitasking

Relationship building

Team player

Problem solving

Active listening

Poise under pressure

Education

High school diploma or GED

Tools

Microsoft Office

CRM systems

Power BI

Job description

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.