Customer Advocate

Clayton Homes (New); Maryville (TN); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Advocate to provide exceptional service to customers regarding their home issues and buying experiences. In this role, you will engage with customers through phone, email, and online chat, ensuring prompt and courteous assistance. Your ability to resolve concerns on the first call will be essential, as will your communication skills and customer service orientation. This position offers a chance to make a real difference in the customer experience while working in a supportive environment that values your contributions. If you are passionate about helping others and enjoy engaging with customers, this opportunity is perfect for you.

Qualifications

• 1 year of related experience in customer service.
• Excellent communication skills and a pleasant voice.

Responsibilities

• Field direct calls from customers about home issues.
• Log customer concerns and communicate with Home Centers.

Skills

telephone communication skills

customer service orientation

problem-solving

computer skills

Microsoft Office competency

Education

High school diploma or equivalent

College degree

Tools

Vantage/C3

Job description

The Customer Advocate will field direct calls from customers about home issues, questions, and buying experience issues. They will attempt to deliver prompt, accurate, and courteous customer service via phone, email, and online chat, while also maintaining a focus on first-call resolution. Consistently delivers a world-class customer experience by providing the highest level of customer service in every interaction. Log customer concerns into Vantage/C3. Communicate with Home Centers and Home Building Facilities. Answer customer questions about non-warranty home issues. Ensures that all service level agreement goals are met and maintained each month.

Duties / Responsibilities:

• Discuss customers' concerns
• Identify areas of need and provide recommendations on resolution
• Contact Home Centers and Home Building Facilities to help the customer
• Determine opportunities for first call resolution
• Create cases in Vantage and communicate case information to Senior Advocate
• Handle low-level cases
• Follow up with required business units or departments to resolve cases
• Assist the Senior Advocate when needed to resolve additional cases
• Answer customer questions or concerns via our Online Chat

Qualifications:

• High school diploma or equivalent. College degree a plus, but not required.
• 1-year related experience
• Candidate must have excellent telephone and communication skills.
• Have a pleasant voice and be customer service oriented.
• Candidate must enjoy phone work.
• Good computer skills with competency in Microsoft Office.
• Must have the capacity to learn, comprehend, and explain various aspects of the home buying and building process.
• Must be passionate about providing a world-class customer experience.