Customer Care Specialist

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Manage incoming customer inquiries through various channels including phone, email, chatbot, SMS, and internet chat, addressing warranty queries, emergencies, and escalated issues.

• Proactively return customer calls and engage in outbound communication to collect feedback, confirm the completion of work, and follow up on unresolved issues.

• Conduct outbound calls for the Love Connection program and to facilitate survey collection efforts.

• Generate warranty service tickets from webform submissions and additional channels.

• Support and promote the submission of warranty requests via the Customer Portal.

• Document, distribute, and oversee customer escalations by division within SharePoint.

• Professionally manage escalated customer issues in collaboration with Customer Experience Managers and cross-functional teams.

• Create and disseminate Power BI reports for survey outreach initiatives.

• Work alongside divisional warranty leadership to ensure that support is effective and meets essential needs.

• Function across various CRM systems, telephony, surveys, and internal communication tools.

• Maintain a solid understanding of company policies, principles, and departmental strategies.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or GED is required.

• Previous experience in customer service is essential.

• Experience in a homebuilding warranty department is preferred.

• Typing speed of 40–50 words per minute.

• Proficiency in Microsoft Office applications.

• Commitment to 'Love the Customer' behaviors and Customer Service Strategies.

• Ability to organize and manage multiple tasks in a fast-paced environment.

• Strong relationship-building skills.

• Capability to work independently as well as part of a team.

• Excellent written and verbal communication skills.

• Attention to detail is crucial.

• Proficient problem-solving skills, able to resolve issues quickly and effectively.

• Strong active listening capabilities.

• Ability to maintain composure under pressure.

• Friendly demeanor with a calm approach.

• Team-oriented with a strong sense of urgency.

• Proven ability to establish relationships while maintaining confidentiality.

• Capability to work remotely with minimal supervision and adhere to a schedule.

• Proficient in accessing, inputting, and retrieving information from a computer or electronic device.

• Ability to engage in face-to-face conversations with customers, colleagues, and upper management.

• Ability to sit or stand for extended periods and navigate the work environment as necessary.

• Ability to operate a motor vehicle if applicable.

• Must be able to remain in a stationary position for up to 50% of the time.

• Capability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

• Experience with Taylor Morrison and/or successful completion of a training program may substitute for the educational and/or experience requirements.

🏝️ Benefits

• 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).

• Opportunities for career development and advancement.

• Supportive team atmosphere.