• Customer Service Advocate

    Job Locations US-AZ-Phoenix
    Job ID
    2018-2158
    Department
    Customer Care
  • Overview

    This position is primarily responsible for monitoring online conversations and immediately responding to, acknowledging, and working toward finding the appropriate resolution while working with internal partners, with a focus of being empathetic, reliable, and personable. The Customer Advocate provides excellent customer service, while working to find solutions to escalated situations.

    Primary Duties & Responsibilities

    • Function as part of Escalation Resolution group (Customer Advocates) that addresses customer and homeowner concerns that arrive via various channels (phone, email, online, social media). Constantly seeking to improve the customer experience in all contact points with Beazer Homes. 
    • Partner with internal partners in various departments (Customer Care, Construction, Land, Sales, and Marketing) to find solutions to homeowner and customer concerns.
    • Individually responsible for a case load of escalated homeowner/customer issues that need consistent follow-up, advocacy on behalf of the customer and the company, mediation, and resolution.
    • Engage with homeowners for customer care initiatives via online platforms, both publicly and via private conversation. Platforms include but are not limited to: Facebook, Twitter, Instagram, etc.
    • Engage with customers for sales/marketing initiatives via online platforms, both publicly and via private conversation. Platforms include but are not limited to: Facebook, Twitter, Instagram, etc.
    • Monitor Social Media focusing on homeowners and potential customers. Provides immediate response, acknowledgement, and works toward resolutions.  (Concerns from Customer Care, Construction, Land, Sales, etc.)
    • Collaborate with National Customer Care, Marketing, Customer Advocate, and Social Media leadership to establish and maintain a consistent writing style, voice, and tone, across all communications whether with homeowners, potential customers, or internal partners.
    • Review and respond to Beazer Homes reviews via Yelp, Google+, and other review platforms.
    • Work with homeowners/customer on non-escalated concerns, via phone, email, social media, and other online platforms. Showing ownership, consistent communication, and follow-through in assuring concerns are addressed.
    • Quickly develop and foment relationships with internal Division leadership teams, corporate leadership teams, field Customer Care Representatives, and others as needed, in order to use this rapport to assure homeowner/customer concerns are addressed, whether escalated matters or otherwise.
    • Train and guide field associates on systems, processes, customer experience, and escalation resolution.
    • Work within a team of Customer Advocates, sharing job duties, assignments, and responsibilities.
    • Respond to all incoming homeowners inquiries in a timely and thorough manner.
    • Perform other duties as assigned.

    Education & Experience

    • 2-4 years in customer-centric industry, with experience in providing customer support via Social Media.
    • Knowledge of and passion for the homebuilding industry.

    Skills & Abilities

    • 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 quick and meaningful connections/relationships with both internal and external partners, understand different perspectives, and leverage relationships for issue resolution.
    • Demonstrated ability to communicate/work with all personality types, in emotionally charged situations while maintaining a consistently calm and positive attitude.
    • Determined, perseverant, flexible, and dedicated, regarding finding solutions to concerns, both escalated and non-escalated.
    • Demonstrated ability to communicate effectively, proactively and reactively, with a clear and individualized message.
    • Demonstrated ability to show ownership for finding and following through on the right solution for a specific situation.
    • Demonstrated ability to treat each interaction (internal & external) with kindness, understanding, positivity, and integrity.
    • Demonstrated ability to set the correct expectations and educate others by giving timely and effective information.

    Technical Knowledge & Experience

    • Must be able to demonstrate strong editorial judgment and writing ability by successful completion of the required assessment tests in person.
    • Strong knowledge of social media channels and usual interaction norms on each platform, (Facebook, Twitter, YouTube, blogs, etc.), digital trends and public relations.  Preferably experience with Sprinklr, and Salesforce.

    Physical Requirements

    • Typical office environment.

     

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