Customer Specialist

Job Description Summary

As a Customer Specialist I at Taylor Morrison, America’s 5th Largest Homebuilder, you serve as a central operator and connector for both external customers and internal team members. This role ensures external customers and internal partners are quickly and accurately connected to the right department, resource, and next step to resolve inquiries, support sales opportunities, and deliver an exceptional experience.
This role is fully immersed in Taylor Morrison’s Love the Customer culture and the Heart of the Home (HOME) Way, with a strong focus on nurturing customers throughout their journey, supporting sales teams, and preventing missed opportunities. Team members support multiple brands across Taylor Morrison and operate across multiple systems and communication platforms. You will be required to take incoming and outgoing calls that range from main line, warranty, emergency, and potential sales calls. 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 work from home subject to change based on needs of the business.

Job Details

Job Description

What You’ll Do

We trust that as a Customer Specialist I you will:

• Serves as a frontline point of contact handling inbound and outbound customer and internal calls across multiple channels.
• Supports sales teams through appointment scheduling, customer follow-up, and accurate routing of inquiries.
• Builds foundational knowledge of systems, processes, and departments while modeling Love the Customer behaviors.
• Handle all incoming calls that are subject to but not limited to: main line, warranty, emergency, and potential sales calls
• Perform outbound calls from voicemails that were left during afterhours 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, consult with Customer Specialist II, and direct to Customer Experience Manager, if needed
• Effectively operate variety of computer systems
• Accurately submit and explain Warranty requests through the myTM account, user Portal assistance, and Help Desk tickets, if needed
• Basic knowledge of 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 and e-mail
• Monitor and respond to chat request for information through our internet chat
• Ability to perform other duties as deemed necessary.

Preferred Skills and Knowledge

• 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
• Ability to stay composed under pressure

Sound Like You?

You might be just who we’re looking for if you have…

• High school diploma or GED
• 0-1 years of customer service experience
• 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

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.

• Work remotely on a regular basis while maintaining flexibility to report to the Division, Corporate Office, or community as required.
• 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 if applicable
• Comply with company policies and procedure

Physical Demands:

• Must be able to 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.

Taylor Morrison is an equal opportunity employer.  Taylor Morrison does not discriminate against any candidate or employee on the basis of race, national origin, sex, marital status, sexual orientation, age, disability, religion or veteran status.

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/Visio​​n/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)