Director of Customer Service Job at Taylor Morrison
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
- 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 coordinators
- Responsible for leading 30 or more customer service-related employees
- Report and tracking of warranty trends and setting control measures
- Oversee payroll for Service Managers and Coordinators
- Hire and develop Service Managers and Coordinators
- Responsible for operations within the division may include quality control or other departments
- Be a respected leader with high integrity and professionalism
- You are willing to perform other duties as assigned
Director 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 workplace
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 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 procedure
Physical Demands:
- Must be able to 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.
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)
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