Customer Advocate - Mesa, United States - Beazer Homes

Beazer Homes Mesa, United States

1 week ago

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, drivers 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 , which includes a link to an additional notice for California residents and which link can also be visited directly at

Equal Opportunity Employer

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