Customer Advocate

Overview

The Customer Advocate serves as a liaison between our customers, division teams, and trade partners, with a focus on upholding our commitment to delivering a spectacular customer experience and a positive company reputation. The advocate facilitates the warranty and other home maintenance programs processes, including addressing escalated issues identified on the company's social media platforms and those received through the New Home Call Center. This includes investigating, analyzing data, maintaining accurate claims records, and identifying the appropriate resolutions.

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

• Manages customer claims, including documenting division, trade partner, and other actions, conversations, and expectations, coordinates claims activities, and ensures all deadlines are met
• Conducts research, reviews customer claims records and other relevant documentation to understand customers' issues, warranty, and/or home maintenance program guidelines to recommend an appropriate resolution, and ensures all claims are resolved promptly
• Builds and maintains strong relationships with division teams and trade partners
• Partners with the division team, legal department, and trade partner to address customers
• Responds to all incoming customer calls and emails in a timely manner
• Engages with customers online through social media platforms (Facebook, Twitter, Instagram, and other platforms)
• Partners with the division team and trade partner to address customers
• Performs other duties assigned under the direction of the manager

Education & Experience

• 5 plus years in customer service or case management experience
• Foundational knowledge of the construction process and related home components
• Proficient in Microsoft Office and claims management systems
• Working knowledge of Salesforce and Microsoft Power BI, highly preferred

Skills & Abilities

• Demonstrates the ability to communicate effectively with all personality types, including emotionally charged situations, while maintaining a consistent, calm, positive, and professional attitude
• Highly developed organization and follow-up skills, with the ability to manage multiple tasks simultaneously
• Demonstrates exceptional judgment and consistently navigates complex, ambiguous issues with minimal to no guidance

Physical Requirements

• This position is primarily office-based, operating in a professional and climate-controlled environment
• The majority of work is performed on a computer, requiring prolonged periods of sitting, typing, and viewing a screen
• The work environment is generally quiet with minimal exposure to noise, hazards, or extreme temperatures
• This position requires the ability to maintain focus and productivity in a desk-based setting, with occasional movement throughout the office for meetings or collaborative tasks

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