• Customer Care Advocate

    Job Locations US-AZ-Phoenix
    Job ID
    2018-1872
    Department
    Customer Care
  • Overview

    GENERAL SUMMARY:

    Monitor online conversations and immediately respond to, acknowledge, and work toward finding the appropriate resolution while working with internal partners, with a focus of being empathetic, reliable, and personable. Provide excellent customer service, while working to find solutions to escalated situations. Demonstrate ownership of assigned cases in order to assure that the situation finds complete resolution, including completed repairs, customer satisfaction, and internal partner follow-through. Position will also work with local team of Customer Service representatives on non-escalated/social media cases as well and should be a model contributor.

    Primary Duties & Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Monitor Social Media regarding Beazer Homes with a focus on homeowners, and immediately respond, acknowledge, and work toward finding resolution while working together with internal partners.
    • Engage customers with online properties including, but not limited to, Facebook, Twitter, Yelp, Google+, Instagram, & others, including online review platforms.
    • Collaborate with Social Media Manager in establishing and maintaining a consistent writing style and voice across all communications.
    • Respond to all incoming homeowner calls/emails in a timely and thorough manner.
    • Work to resolve escalated issues as a liaison between the homeowner and the local division, while cultivating relationships with employees in the field to ensure that escalated issues are resolved in timely and thorough manner.
    • Develops and maintains strategic relationships with Field personnel and Division management teams up to and including the Division Presidents.
    • Works directly with New Home Contact Center Manager and other Contact Center associates, including some shared job duties as part of a team.

    Education & Experience

    • Bachelor’s degree in Marketing, Communications or a related field.
    • Knowledge of and passion for the homebuilding industry.
    • 1-3 years in customer-centric industry, preferably with experience providing customer support via social media.

     

    Skills & Abilities

    • MUST be able to demonstrate strong editorial judgment and writing ability by successful completion of the required assessment tests in person.
    • Highly developed organization and follow-up skills, with the ability to manage multiple tasks simultaneously.
    • Demonstrated ability to balance priorities while finding creative solutions to difficult/complicated situations.
    • Demonstrated aptitude to make connections with both internal and external partners, and understand different perspectives.
    • Highly developed communication skills, including a demonstrated ability to influence internal/external partners.
    • Demonstrated ability to communicate/deal with all personality types including in emotionally charged situations while maintaining a consistently calm and positive attitude.
    • Strong ability to collaborate with a team both locally and remotely.
    • Determined, perseverant, flexible, and dedicated, regarding finding resolution to escalated situations.

     

     

    Technical Knowledge & Experience

    • Familiarity with social listening tools is preferred (Sprinklr, Hootsuit, SproutSocial or Hubspot).
    • Proficiency with Microsoft Office (PowerPoint, Word and Excel).
    • Strong knowledge of social media channels and usual interaction norms on each platform, (Facebook, Twitter, YouTube, blogs, etc.), digital trends and public relations.

     

    Physical Requirements

    • Typical office environment.

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