Eriel Elizabeth Carlen

As a Community Warranty Manager I working for Taylor Morrison I am responsible for providing excellent customer service with 100% satisfaction to all Taylor Morrison homeowners. I support the Customer Service department in ensuring that all TM homeowner’s warranty service is performed in a timely, efficient, neat, courteous, and professional manner.

Job Details

What I Do

Proficient in data entry into BuildPro

• Conduct Taylor Morrison procedures for home reviews
• Address new and current homeowner’s concerns demonstrating the highest level of knowledge and customer satisfaction in a prompt courteous manner relating to warranty items that need repair within the parameters of the Warranty Program
• Acquire an understanding of the Taylor Morrison Warranty Program and Homeowner Maintenance requirements
• Address new and current homeowner’s concerns demonstrating the highest level of knowledge and customer satisfaction in a prompt courteous manner relating to warranty items that need repair within the parameters of the Warranty Program
• Perform accurate assessments of all service requests submitted by homeowners and answer any warranty questions timely and accurately. This includes visiting the homeowner to ensure the validity of the service requested
• Coordinate and schedule subcontractors to perform the necessary warranty service repairs in the homeowner’s home
• Perform accurate assessments of all service requests submitted by homeowners and answer any warranty questions timely and accurately. This includes visiting the homeowner to ensure the validity of the service requested
• Acquire an understanding of the Taylor Morrison Warranty Program and Homeowner Maintenance requirements
• Input and dissemination of warranty tickets and home reviews into BuildPro; distribute to appropriate personnel for completion
• Coordinate and schedule subcontractors to perform the necessary warranty service repairs in the homeowner’s home
• Manage all escalated customer calls to include documentation, follow-up, and work to assure closure on every claim
• Provide weekly tracking of all outstanding warranty work orders to the CWM's 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
• Administer Taylor Morrison’s 10-year Structural Warranty Program to include claim analysis, follow-up, and work to assure closure on every claim
• Perform other duties as assigned
• Excellent communication skills and ability to ensure customer satisfaction
• Computer skills and ability to adapt to company systems
• Possess time management skills
• Highly organized and detail oriented
• Problem solving ability
• Ability to multi-task and remain focused
• Ability to travel locally to meet with homeowners
• Report to Division/Corporate Office/Community daily and adhere to schedule
• Ability to access, input, and retrieve information from a computer and/or electronic device
• Ability to remain poised under all circumstances, diffuse conflict with colleagues and/or customers, and to interact effectively with people in a positive manner
• Ability to work well in, and be a solid contributor to, team environments, team meetings, and group projects
• Ability to move from task to task without loss of efficiency or productivity
• Ability to utilize time management skills, to organize and prioritize tasks
• Ability to adhere to established procedures and protocols
• Ability to perform in situations requiring speed, deadlines, or productivity quotas
• Ability to consider alternative and diverse perspectives, to negotiate, collaborate and incorporate different viewpoints
• Ability to adjust work habits to fit different tasks and to accommodate unusual and changing situations and schedules

• Daily tasks not limited to:
• Hourly checking on e-mails; Teams messages – Owner calls/texts on and off of the field.
• Daily reports pulled and communicated with all teams.
• Communicate with company in teams; in timely manner; assisting all company teams if in need of assistance.
• Owner and Guest Arrivals – Departures – Using a timed templated with photos and Descriptions; accessible owner access.
• Able to make decisions in a calm timely manner, no matter the situation.
• Over see over 100 “In town homes” and “on island homes”
• Issued company ramp card – daily; weekly purchases – document – communicate with company.
• Delivery; ordering; doing inventory on homes; weekly walks of homes.
• Documenting/reporting maintenance issues; to the urgency of matter by each situation.
• Communicating with owners; with a solution before communicating a problem at hand.
• Leading by example to fellow employees/management
• Personnel time management
• Logistics management
• Organizational and project management
• Interpersonal skills-Communication
• Microsoft Office
• Ecommerce management
• Microsoft Teams
• Track
• Breezeway
• Outlook

• Nightly opening, closing tasks. High volume fine dining, multi-tasking, time management, handling numerous guests at one time while maintaining professional guest experience.

• As the lead sales assistant I have a very diverse workload. I assist sales representatives with their work overflow to include sales phone calls, inputting sales information into the company database and general customer service. I also answer company specific questions via internet live chat, website logistics management and office supplies logistics. I oversee managing 70+ employee time clock punches for employee hours and correlate with the accounting department for payroll weekly. I monitor the company petty cash intake weekly as well as making the deposit for the company at the end of the month. I oversee adding and updating inventory to the website daily as well as maintaining a log for inventory in the company. I make sure that all sales tags for lumber products and over 1,000 + species of wood are current and updated if needed. Daily use of Excel spreadsheet, Microsoft word and Publisher for inventory purposes. I am also in charge of the employee work schedule. I am part of the new employee training program and ensure new employees seamlessly transition into the company with a forward-thinking customer service mind set.

• As the office administrator I was put in charge of taking care of customers and guests at the marina. I oversaw the marina customer service by effectively communicating with tenants who live aboard their vessels by handling all of their needs. I oversaw office supplies logistics, drafting legal leasing agreements, handling petty cash, payments and deposits for the marina bank, database management as well as assisting new coming tenants with the facility. I also was tasked with selling wet slips to inquire about live aboard boaters. I was the notary for the marina and oversaw notarizing documents for all guests and tenants. I used Microsoft word, Excel and Published daily to complete all tasks for the marina.

• As the lead server, I oversaw managing the wait staff on the floor during my shift. I was expected to always maintain a clean and professional look. I was part of the new server training program and oversaw training incoming servers. With an elaborate menu we met daily and were expected to memorize the daily specials to include all ingredients in the food. I was also on the off-site/ on-site catering team for restaurant functions, special events, large parties, and weddings.

• As a customer service representative, I was the customer service for the front desk. I checked in customers, assisted with issues, helped with luggage, tickets and booking. I was in charge of doing security checks of incoming and outgoing commercial flights as well as aiding in boarding passengers on the flights. I would also communicate with terminals to correlate flights to terminals, and I also was in charge of checking IDs at security checkpoints.

• Server I was expected to wait on customers while providing excellent customer service. Assist the management in seating arrangements and expedite orders for the cook staff. I also assisted the bar staff with cocktails and drinks when needed.