Customer Advocate

Beazer Homes•Mesa, AZ

12d•Onsite

About The Position

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.

Requirements

1-3 years in customer-centric industry, preferably with experience in providing customer support via Social Media.
Knowledge of and passion for the homebuilding industry.
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.
Demonstrated ability to communicate/deal with all personality types including in emotionally charged situations while maintaining a consistently calm and positive attitude.
Determined, perseverant, flexible, and dedicated, regarding finding resolution to escalated situations.
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.

Responsibilities

Monitors Social Media regarding Beazer Homes with a focus on homeowners, and immediately responds, acknowledges and works toward finding resolution while working with internal partners.
Engages customers with online properties including, but not limited to, Facebook, Twitter, Yelp, Google+, Instagram, and others, including online review platforms.
Collaborates with Social Media Manager in establishing and maintaining a consistent writing style and voice across all communications.
Responds to all incoming homeowner calls/emails in a timely and thorough manner.
Works 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 a timely and thorough manner.
Develops and maintains strategic relationships with Field personnel and Division management teams.
Works as part of a team alongside all other Contact Center associates, sharing all job duties.
Performs other duties as assigned.