Remote Warranty Support Specialist

Taylor Morrison; United States; Remote; USD 42,000 - 58,000; Full time

Benefits offered by this job

Competitive pay

Health coverage

401(k) matching

Flexible Spending Accounts

Disability programs

Life Insurance

Vacation & holidays

Tuition reimbursement

Home purchase assistance

Mortgage program

Employee assistance program

Job summary

Taylor Morrison is seeking a Customer Care Specialist for its National Customer Care team. This remote role serves internal warranty teams and homeowners, handling inquiries across phone, email, chat, and SMS while upholding the 'Love the Customer' culture.

You will create and manage warranty service tickets, monitor follow-ups, and collaborate with cross-functional teams to ensure timely resolutions. Strong communication, attention to detail, and relationship-building are essential in a

Qualifications

• Adherence to Love the Customer behaviors and service strategies.
• Organize and multi-task in fast-paced environments.
• Strong relationship-building skills.
• Ability to work independently and in a team.
• Strong written and verbal communication.
• Attention to detail.
• Problem-solving skills and composure under pressure.
• Active listening.
• Stay composed under pressure.

Responsibilities

• Handle inbound 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

Relationship-building

Written communication

Verbal communication

Attention to detail

Problem solving

Active listening

Team player

Multitasking

Organized

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Taylor Morrison is seeking a Customer Care Specialist for its National Customer Care team. This remote role serves internal warranty teams and homeowners, handling inquiries across phone, email, chat, and SMS while upholding the 'Love the Customer' culture.

You will create and manage warranty service tickets, monitor follow-ups, and collaborate with cross-functional teams to ensure timely resolutions. Strong communication, attention to detail, and relationship-building are essential in a