• Assoc Customer Advocate

    Job Locations US-AZ-Phoenix
    Job ID
    2020-2776
    Department
    Customer Care
  • Overview

    At Beazer, we build homes. We also build careers. Driven by a purpose to create durable and growing value, the team behind each home across the country is diverse, ambitious, and dedicated. Together, we shape an environment that encourages learning and community engagement, provides opportunities for advancement, and aligns compensation with performance.

     

    We look for those who believe in the power of choice, teamwork, improvement, openness, and urgency; who approach their work with an attitude of focus, grit, and accountability; and who will be guided by the principles of safety, integrity, respect, and fun.


    Overview: This position is responsible for working with internal and external customers via phone, email, online monitoring, and any other channels. The Customer Service Specialist processes service requests, monitors online conversations and immediately acknowledges, responds and forwards the post to the appropriate division or Advocate, based on content of message received. The consistent focus is to provide an exceptional experience to internal and external customers by being empathetic, reliable, and personable.  

    Primary Duties & Responsibilities

    • Monitor social media and assist the Escalation Resolution group (Customer Advocates) who address customer and homeowner concerns via various channels (phone, email, online, social media); continuously seeking to improve the customer experience in all contact points with Beazer Homes.
    • Engage with homeowners for customer care initiatives via phone, email, and online platforms, both publicly and via private conversation. Platforms include but are not limited to: Facebook, Twitter, Instagram, etc.
    • Engage with customers for sales and marketing initiatives via phone, email, and online platforms, both publicly and via private messaging. Platforms include but are not limited to: Facebook, Twitter, Instagram, etc.
    • Engage with customers for support throughout the construction experience via phone, email, and online platforms, both publicly and via private conversation. Platforms include but are not limited to: Facebook, Twitter, Instagram, etc.
    • Provide customers with support throughout the construction process to improve their overall home building experience with Beazer Homes. The Associate Advocate will provide support via phone, email, and 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. Provide immediate response, acknowledgement, and deliver the message to the appropriate team member.  (Concerns regarding 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 communication channels with homeowners, potential customers, and internal partners.
    • Work with homeowners/customers on non-escalated requests, via phone, email, social media, and other online platforms.
    • Develop and foment relationships with internal Division teams, corporate teams, field Customer Care Representatives, field operations teams, sales teams, and others as needed, in order to use this rapport to assure homeowner/customer concerns are addressed, whether escalated matters or otherwise.
    • Build relationships with internal team members and partners, to seamlessly work with and assure homeowner/customer concerns are addressed, whether escalated matters or otherwise.
    • Develop the skills needed to transition into the Customer Advocate position.
    • Aid field associates on systems and processes.
    • Collaborate with and assist the Customer Advocates when needed.
    • Respond to all incoming homeowners’ inquiries in a timely and thorough manner.
    • Perform other duties as assigned.

    Education & Experience

    • 1-2 years in customer-centric industry, with experience in providing customer support via inbound phone system.
    • Desire to work in 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 and understand different perspectives.
    • 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.
    • Demonstrated ability to communicate effectively, proactively and reactively, with a clear and individualized message.
    • 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.
    • Knowledge of social media channels and usual interaction norms on each platform, (Facebook, Twitter, YouTube, blogs, etc.). Experience with Sprinklr, and Salesforce is a plus.

    Physical Requirements

    • Typical office environment.

    The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Additionally, an employee's job duties may change at any time, in the company's sole discretion.

     

    Personal Information Collection Notice for Job Applicants

    In order to process your application, we will ask you to create an account and provide us with certain personal information, including your identification data (e.g. name, date of birth, driver’s license number, contact details), education information, and professional and employment history. If you have any questions about our privacy policy or would like to learn more, please visit Beazer.com/privacy, which includes a link to an additional notice for California residents and which link can also be visited directly at Beazer.com/Californiaprivacy.

     

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