Special Operations Manager

Special Operations Manager

Requirements

• High School Graduate and have a minimum of 3 years of current or recent experience in a customer service related position.
• 1-2 years knowledge of residential construction
• Excellent communication skills and ability to ensure customer satisfaction
• Computer skills and ability to adapt to company systems
• Possess time management skills
• Must be highly organized and detail oriented
• Problem solving ability
• Ability to multi-task and remain focused
• Ability to travel locally to meet with homeowners

Responsibilities

• Partner with Legal Counsel to resolve escalated issues and mitigate risk to the organization/division
• Work with subject matter experts to identify root cause and solutions of complex issues
• Manage and protect brand integrity
• Be proficient in data entry into the BuildPro Warranty System
• Conduct Taylor Morrison procedures for home reviews
• Demonstrate the highest level of knowledge and customer satisfaction as the primary contact for our customers when they have warranty issues
• Be proficient an understanding of the Taylor Morrison Warranty Program and Homeowner Maintenance requirements
• Provide a high level of service to our customers and service representatives using guidelines established in Taylor Morrison’s One-year Warranty Program
• Utilize Build-Pro to assist superintendents and sub-contractors with information retrieval
• Input and dissemination of warranty tickets and home reviews into BuildPro; distribute to appropriate personnel for completion
• Maintain office files
• Manage all escalated customer calls to include documentation, follow-up, and work to assure closure on every claim
• Administer Taylor Morrison’s 10-year Structural Warranty Program to include claim analysis, follow-up, and work to assure closure on every claim
• Provide weekly tracking of all outstanding warranty work orders to the field and update as required
• Process check requests for building permits and prepare permit submittals and applications
• Complete customer service requests timely and accurately
• Order, update and distribute construction related forms
• Prepare and submit building permits
• Perform other duties as assigned

Preferred Qualifications

• Taylor Morrison experience and/or successful completion of training program may override required education and/or experience requirement.