Customer Advocate

Beazer Homes USA, Inc.; Mesa (AZ); On-site; USD 42,000 - 60,000; Full time

Job summary

Beazer Homes USA, Inc. is seeking a Customer Advocate to monitor online conversations and respond empathetically while coordinating with internal partners to resolve homeowner issues. The role emphasizes reliability, personable service, and timely problem solving across social channels.

Responsibilities include engaging homeowners on major platforms, maintaining a consistent voice, and collaborating with field personnel to ensure escalation items are resolved thoroughly and promptly.

Qualifications

• 1–3 years in a customer-centric industry, preferably with social media support experience.
• Knowledge of and passion for the homebuilding industry.

Responsibilities

• Monitor social media conversations and respond promptly to homeowners, coordinating with internal partners to resolve issues.
• Engage with customers on platforms (Facebook, Twitter, Yelp, Google+, Instagram, etc.) and maintain a consistent voice across communications.
• Answer homeowner calls/emails timely and thoroughly; serve as liaison between homeowner and local division.
• Develop and maintain relationships with field personnel and division management to resolve escalated issues quickly.
• Work as part of a team with other Contact Center associates; perform duties as assigned.

Skills

Organization

Prioritization

Collaboration

Clear communication

Resilience

Education

Customer-centric industry experience

Homebuilding knowledge

Job description

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.

Company Overview: Beazer Homes is committed to employee wellbeing and life-work balance, offering development opportunities, a flexible time-off program, and an industry leading parental leave policy.

Primary Duties & 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.

Education & Experience

• 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.

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 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.

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.

Physical Requirements

• Typical office environment.

Additional Responsibilities

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.

Equal Opportunity Employer