Customer Support Advocate II

As a Customer Support Advocate II at Taylor Morrison, America’s 5th Largest Homebuilder, you will workalongside our divisions across the country to provide superior customer service to potential and establishedhomeowners 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 alldepartments within the company, specializing in and managing customer requests and escalated situationswithin 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 independentlyand 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 workfrom home a couple of days a week and is subject to change based on needs of the business. 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 ensure well-informed decisions that effectively address requests and concerns. Support in the management of various communication platforms for customer concerns Support in various outbound efforts for customer feedback, confirmation of completed work, and various other Facilitate new hire training, mentoring, and developing for the Customer Support Advocate I Effectively gather reporting and data across multiple systems to display in report outs, presentations, and other requests as needed. Handle incoming calls that are subject to but not limited to: main line, warranty, emergency, and potential sales Perform outbound calls from voicemails that were left during after hours or company events Effectively communicate with homeowners, potential and existing buyers, and team members at all levels of management Ability to remain professional and cordial during escalated calls and direct to Customer Experience Manager, if needed Effectively operate a variety of computer systems 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 High Level knowledge of acquiring and maintaining company policies, principles, and strategies, and keep current with all department responsibilities and procedures within divisions and corporate office - not limited to: 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 Resourceful in gathering information and customer details to better assist the customer through phone, e- mail, chatbot, and SMS Monitor and respond to chat request for information through our internet chat 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.