Customer Advocate

The Customer Advocate is the first point of contact for online and inbound customer inquiries. This role focuses on responding to internet leads, building rapport, setting qualified appointments, and ensuring customers arrive prepared and confident for their in-store visit. The Customer Advocate plays a critical role in delivering a positive first impression and driving showroom traffic.

• Serve as the primary point of contact for internet, phone, text, and chat inquiries
• Respond to customer leads promptly and professionally
• Engage customers to understand needs and determine next steps
• Schedule, confirm, and manage in-store appointments
• Follow up with customers before and after appointments
• Accurately document customer interactions in CRM systems
• Coordinate with in-store staff to ensure seamless customer handoff
• Provide clear, accurate information about products, services, and processes
• Maintain a positive, customer-focused attitude at all times
• Meet performance expectations related to response time, appointments set, and show rate

• High school diploma or equivalent
• Strong verbal and written communication skills
• Customer-focused mindset with a professional, positive attitude
• Ability to communicate confidently by phone, text, and email
• Basic computer skills and ability to learn CRM systems
• Strong organizational skills and attention to detail
• Ability to multitask and manage multiple leads and follow-ups
• Reliable attendance and punctuality
• Previous experience in customer service, call centers, retail, sales, or hospitality
• Experience handling internet leads or appointment setting
• Familiarity with CRM, scheduling, or lead management systems
• Goal-oriented or performance-based work experience
• Must have reliable transportation and be willing to travel between Madera and Chowchilla locations on a weekly basis
• Bilingual (English/Spanish) a plus.

• Active listening and problem-solving skills
• Strong time management and follow-up habits
• Ability to build rapport quickly with customers
• Adaptability in a fast-paced environment
• Team-oriented with the ability to work independently

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit for extended periods while using a computer and phone
• Ability to stand and walk periodically within the store or office environment
• Ability to speak clearly and hear effectively when communicating with customers in person and over the phone
• Ability to use hands and fingers for typing, texting, and operating standard office equipment
• Ability to view computer screens for extended periods
• Occasional reaching, bending, or lifting light objects (up to approximately 10–15 pounds), such as files or office supplies

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job, the employee is exposed to weather conditions prevalent at the time. This may include warm, hot, or cold temperatures.

The noise level in the work environment is moderate.

• Primarily works in an indoor office or showroom environment
• Regular exposure to noise from phones, conversations, and customer traffic
• Fast-paced, customer-focused work environment
• May require working evenings, weekends, or extended hours based on business needs

As a non-exempt hourly employee, the employee shall work a designated schedule as assigned by management. Employee shall not work over 8 hours per day or 40 hours per week without prior authorization from management but if so, will earn overtime for any work performed in excess of 8 hours per day or 40 hours per week. Employee must also follow company’s policies regarding required meal breaks.