What are the responsibilities and job description for the Customer Advocate position at 900 CMH Services Inc.?
Position Summary:
The Customer Advocate will field direct calls from customers about home issues, questions, and buying experience issues. They will attempt to deliver prompt, accurate, and courteous customer service via phone, email, and online chat. While also maintaining a focus on first-call resolution. Consistently delivers a world-class customer experience by providing the highest level of customer service in every interaction. Log customer concerns into Vantage/C3. Communicate with Home Centers and Home Building Facilities. Answer customer questions about non-warranty home issues. Ensures that all service level agreement goals are met and maintained each month.
Duties / Responsibilities:
- Discuss customers concerns
- Identify areas of need and provide recommendations on resolution
- Contact Home Centers and Home Building Facilities to help the customer
- Determine opportunities for first call resolution
- Create cases in Vantage and communicate case information to Senior Advocate
- Handle low level cases
- Follow up with required business units or departments to resolve cases
- Written communication regarding cases
- Assist the Senior Advocate when needed to resolve additional cases
- Answer customer questions or concerns via our Online Chat
Qualifications:
- High school diploma or equivalent. College degree a plus, but not required.
- 1-year related experience
- Candidate must have excellent telephone and communication skills.
- Have a pleasant voice and be customer service oriented.
- Candidate must enjoy phone work.
- Good computer skills with competency with Microsoft Office.
- Must have the capacity to learn, comprehend, and explain various aspects of the home buying and building process.
- Must be passionate about providing a world-class customer experience.
Level 6
Business Unit - B00015
Shared Services
