Remote Customer Care Specialist — Warranty & Escalations

Taylor Morrison; Arizona; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive Compensation

Health Care: Medical/Dental/Vision

401(k) with Company Matching

Flexible Spending Accounts

Disability Programs

Life Insurance

Vacation & Holidays

Tuition Reimbursement

Home Purchase Program

Employee Assistance Program (EAP)

Job summary

Taylor Morrison is seeking a Customer Care Specialist to join the National Customer Care team in a remote role open to Arizona-based candidates. You will handle multi-channel inquiries, create service tickets, and support proactive outreach while maintaining accurate records and upholding Love the Customer standards.

The role emphasizes relationship building, attention to detail, and the ability to thrive in a fast-paced environment while adhering to company policies.

Qualifications

• Experience in customer service is required.
• Adherence to 'Love the Customer' behaviors and strategies.
• Ability to organize and multitask in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to work independently and with a team.
• Demonstrated ability to build relationships and maintain confidentiality.

Responsibilities

• 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.

Skills

Customer service

Multitasking

Relationship building

Communication

Active listening

Team player

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Taylor Morrison is seeking a Customer Care Specialist to join the National Customer Care team in a remote role open to Arizona-based candidates. You will handle multi-channel inquiries, create service tickets, and support proactive outreach while maintaining accurate records and upholding Love the Customer standards.

The role emphasizes relationship building, attention to detail, and the ability to thrive in a fast-paced environment while adhering to company policies.