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Customer Support Advocate II

Taylor Morrison

Scottsdale (AZ)

Hybrid

USD 40,000 - 60,000

Full time

Yesterday

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Job summary

A leading company in homebuilding is seeking a Customer Support Advocate II to provide exceptional service to homeowners and manage customer inquiries across various communication platforms. This role combines independence with collaboration, emphasizing problem-solving and effective communication skills. The position offers a hybrid work environment in Scottsdale, AZ, with opportunities to mentor junior staff and handle escalated customer issues professionally.

Benefits

Competitive Compensation

Health Care - Medical/Dental/Vision/Prescription Coverage

401(k) with Company Matching Contributions

Flexible Spending Accounts

Disability Programs

Employee Assistance Program (EAP)

Tuition Reimbursement

Vacation & Company Holidays

Qualifications

Reception and/or Call Center Experience
Organized with attention to detail.
Ability to work independently and as part of a team.

Responsibilities

Manage various communication platforms to respond to customer inquiries.
Train and mentor Customer Support Advocate I.
Handle inbound and outbound customer communications.

Skills

Communication

Problem solving

Attention to detail

Empathy

Multi-tasking

Education

High school diploma or GED

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Job Description Summary

As a Customer Support Advocate II at Taylor Morrison, America’s 5th Largest Homebuilder, you will work

Job Description Summary

As a Customer Support Advocate II at Taylor Morrison, America’s 5th Largest Homebuilder, you will work

alongside our divisions across the country to provide superior customer service to potential and established

homeowners within the Taylor Morrison Brands. Working at Taylor Morrison, you will be fully immersed in our

“Love the Customer” culture. You will work on multiple types of communication platforms to best assist all

departments within the company, specializing in and managing customer requests and escalated situations

within a variety of systems. You will be required to take incoming and outgoing calls that range from mainline,

warranty, emergency, and potential sales calls. As a Customer Support Advocate II, you will work independently

and provide training and guidance to Customer Support Advocate I. You must be able to remain professional,

empathetic, and adhere to all company guidelines during every call.

This position is located in Scottsdale, AZ and will be office-centric hybrid. There will be an opportunity to work

from home a couple of days a week and is subject to change based on needs of the business.

Job Details

We trust that as a Customer Support Advocate II you will: (responsibilities)

Ability to perform all duties independently with little to no assistance
Provide guidance and collaborate with Customer Support Advocate I to support informed decision-making and resolve customer issues effectively
Manage and monitor various communication platforms, including phone, email, chatbot, SMS, and internet chat, ensuring timely, professional responses to customer inquiries and feedback
Conduct outbound communication proactively to gather customer feedback, confirm completed work, and follow up on unresolved matters, ensuring resolution and satisfaction
Facilitate new hire training, mentoring, and developing for the Customer Support Advocate I
Collect and analyze data across multiple systems to produce reports, presentations, and other deliverables as needed
Handle inbound calls, including but not limited to main line inquiries, warranty questions and inquiries, emergencies, potential sales leads, and escalated customer service issues.
Proactively return customer calls received through voicemails during hours, after-hours or company events, ensuring timely follow-up and resolution.
Effectively communicate with homeowners, prospective buyers, and team members at all organizational levels
Manage escalated customer issues with exceptional professionalism, coordinating with Customer Experience Managers and cross-functional departments as necessary for timely resolution.
Operate proficiently across various software and CRM systems, Sales, Telephony, Surveys, Warranty, and other internal communication platforms.
Ability to deliver clear and concise presentations, Huddles, or meetings with enthusiasm regarding any business operations
Accurately submit and explain Warranty requests through the Taylor Morrison Portal account, user Portal assistance, and further IT investigation, if needed
Maintain a strong understanding of company policies, principles, and departmental strategies, staying current with procedures across corporate and divisional teams, including:

Business Optimization – Local and National
Construction & Warranty Departments – Managers, Liaisons, Coordinators, and department processes
Executive Team and their Assistants
Finance Department – Accounts Payable, Controllers, and department processes
Information Technology Department – Managers and knowledge of different responsibilities
Land Department – Acquisition, HOA, and Project Managers
Legal Department – Must be able to handle callers in litigation
People Services Department – Operations, Payroll, Recruiting, Total Rewards, and their processes
Sales & Marketing Department

Efficiently gather customer information and details using various channels and tools to proactively address and resolve inquiries efficiently.
Proactively analyze customer interaction data to identify trends, forecast customer issues, and suggest improvements in customer service processes.
Monitor and respond to chat request for information through our chat bot
Ability to perform other duties as deemed necessary

What you will need: (competencies, behaviors & attributes)

Always adhering to “Love the Customer” behaviors and Customer Service Strategies, HOME and ACT NOW
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

About You

High school diploma or GED
Type 40-50 wpm
Reception and/or Call Center Experience
Friendly and calm
Excellent communication skills
Organized, and an attention to detail
Strong written and verbal communication skills
Demonstrated ability to build relationship and maintain confidentiality
Experience in homebuilding industry, or related industry a plus
Microsoft office applications

FLSA Status: Non-Exempt

Will Have Responsibilities Such As

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.

Report to Corporate Office daily and adhere to schedule.
Ability to access, input, and retrieve information from a computer and/or electronic device.
Ability to work remote with little to no supervision.
Ability to have face to face conversations with visitors, co-workers, and higher-level managers.
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 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.

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)

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Other

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