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Customer Experience Advocate - Redwood Falls, MN in 201 INDUSTRIAL DRIVE ,REDWOOD FALLS,MN at Clayton Home Building Group

Date Posted: 5/10/2019

Job Snapshot

Job Description

Customer Experience Advocate - Redwood Falls, MN

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 Experience Advocate (CXA) to join the team at our Redwood Falls, MN facility.

The main objectives of this position are:

The Customer Experience Advocate (CXA) is the frontline contact for any Schult Homes Customers needing assistance with their home.  This individual follows the customer from their first call to us, to their approval of satisfaction.  The main functions of this role are outlined below, however additional tasks may be assigned as necessity arises.    

Who are we looking for?

  • The CXA answers the phone when the customer calls by the 2nd ring with a pleasant, helpful disposition and opens up the case in Vantage (so situation can be properly documented and followed from beginning to end)
  • Assigns Work Order that has been opened to proper Customer Care Coordinator
  • The CXA is responsible for ensuring all Check-In Sheets received from the customers are thorough and detailed, as to ensure we have proper documentation to properly support the needs of the customer (including documentation of calls, e-mails, pictures, etc.)
  • Ensure Determination Reports are received every 24 hours after determination codes are put into Vantage, grouped with serial number and filed
  • Run monthly reports from Vantage that breakdown where the majority of service dollars are spent, share information with Customer Service Manager so he/she can in turn share with respective department
  • Open and close service requests with the assistance of the Customer Care Coordinator as needed
  • Quarterly – Assist Customer Service Manager with content for newsletter and send completed product to Retailers
  • Spearheads the pre- NPS Calls/Letter/and Surveys
  • Sends pre- NPS letter with an oven mitt
  • Send letters/emails to customers when service is scheduled
  • Verify warranty card information and confirm with customer via phone call
  • Updating retailers and customers on service request statuses as needed. 

Requirements:

  • A positive “can do” attitude, even during challenging times
  • Ability to read, write and communicate effectively, both in writing and verbally
  • High level of organization and attention to detail, as to be able to efficiently and effectively support the customer
  • Proficiency in Microsoft Word and Excel
  • Ability to become proficient in Vantage (internal customer service tracking software)
  • Desire to remain engaged with his/her co-workers to actively solve issues 


201 INDUSTRIAL DRIVE
REDWOOD FALLS, Minnesota, 56283
United States

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