Customer Advocate

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.

• 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 other 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.

• 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, You Tube, blogs, etc.), digital trends and public relations.

• Typical office environment.

Equal Opportunity Employer