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Customer Care Advocate - Lewistown, PA in 30 INDUSTRIAL PARK ,LEWISTOWN,PA at Clayton Home Building Group

Date Posted: 5/8/2019

Job Snapshot

Job Description

Customer Care Advocate - Lewistown, PA

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

The Home Building Group is actively searching for a Customer Care Advocate to join the team at our Lewistown, PA facility.

Position Summary:

The Customer Care Advocate is responsible for strategically and actively managing all stages of the customer relationship to ensure complete customer satisfaction, while successfully promoting of our product.

Core Competencies:

  • One to 3 years experience in the manufactured home building industry or similar experience.
  • Computer literate.  Successfully learn the programs necessary to complete all job responsibilities.
  • Exceptional phone and interpersonal skills.  Ability to communicate clearly and positively at all levels.
  • Proven ability to advance customers towards a World Class customer experience.

Essential Duties and Responsibilities:

  • Maximize the potential to create a world class customer experience for every customer by following and utilizing customer initiatives.
  • Ensure and promote the satisfaction of our customer through exceptional attention to detail, urgency, and a desire to provide world class customer service.
  • Must maintain the ability to empathize with the customer, understanding their objectives and correlate an acceptable resolution for all parties providing exceptionable customer service while minimizing cost.
  • Must have in-depth knowledge of the product, an extensive domain expertise and in-depth knowledge of each individual customer’s homebuying experience to further assist with concerns.
  • Gather and utilize data from every interaction to move team out of reactive mode into a more effective stance, saving at risk customer relationships and preventing detractors.
  • Provide polite, ethical, and knowledgeable communication to all customers (home owners, retail, factory employees and home office).
  • Maintain, touch base and reactively address issues and concerns in a timely manner.
  • Provide support, knowledge and input through the detractor process.  Make all detractor calls in an efficient, timely manner and follow through with the process to retrieve maximum growth of promoters of our product.
  • Utilize all resources to maintain customer relations more effective and help to reduce cost of service.
  • As necessary, assist Customer Care team with completion of customer care service request and work orders through a warranty bill back process, the use of facility service technicians, and outside independent contractors and parts process to improve on customer experience.
  • Other duties as they arise.

Knowledge, Skills, and Ability Requirements:

  •  Product Knowledge:  Must maintain knowledge of all models and home types to educate our customers with our product.
  • Must possess and be able to apply a High Emotional Intelligence reasoning during interactions with home owners.
  • Language Skills:  Ability to read and interpret documents, file claims, settlement agreements, service letters, routine reports and correspondence.  Must have the ability to speak effectively before groups of peers or team members.
  • Computer Skill:  A working knowledge of Microsoft Office and its components:  Word, Excel and Outlook.  Ability to learn new programs as needed.
  • Reasoning Ability:  Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
  • Empathy:  Ability to show empathy, problem solving, interpersonal relationships and can provide social responsibility.

Other:

  • Must possess the ability to provide efforts to be world class…
  • Recognize special events such as birthdays, anniversaries, birth of a child, illness etc. by sending cards, flowers, or gifts.
  • Monthly newsletter with service tidbits and spotlight of recognition for someone going above and beyond whether it be customer, retailer, contractor or team member.
  • Perform monthly retail visits with Production Manager, Quality Assurance Manager, Customer Care Manager and/or Customer Success Manager to promote the facility, the team, and the product.
  • Take team/ customers to lunch or dinner to build relationship.
  • Invite retailers and customers for plant tours.
  • Listen and engage with each individual and utilize touch points to show that we care.    Go the extra mile to improve the overall experience.

Work Environment:

The work environment characteristics described here are representative of those that a team member will encounter while performing the essential functions of this job, but frequent visits to our production plant will happen, requiring personal protective equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job (inspections, training, audits, etc.), the team member is occasionally exposed to outside weather conditions, and exposed to frequent and long-range driving. The noise level in the work environment ranges from moderate (office/road/customers’ homes) to loud (production plant). 



30 INDUSTRIAL PARK
LEWISTOWN, Pennsylvania, 17044
United States

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