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.
Reports to: Customer Care Manager
Department: Customer Care
Job Status: Full-Time / Hourly
Mobility Profile: None
Position Summary:
We are looking for an experienced, self-motivated, reliable team player that can add value to our Customer Care Department. The Customer Care Advocate will be responsible for strategically and actively managing all stages of the customer relationship to ensure complete customer satisfaction.
Duties / 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 and 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 customer (homeowners, 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.
- 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.
- Maintain knowledge of all models and home types to educate our customers with our product.
- 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.
- Must wear personal protective equipment while in production.
Minimum Qualifications:
- Must be at least 18 years of age.
- Excellent verbal and written communication skills.
- Prior customer service experience.
- Be able to apply a High Emotional Intelligence reasoning during interactions with homeowners.
- Ability to interpret documents, file claims, settlement agreements, service letters, routine reports and correspondence.
- Ability to speak effectively before group of peers or team members.
- High School diploma or equivalent (GED), required.
- Be able to explain processes and procedures in a way that makes complicated tasks easier.
- Analytical skills, ability to solve problems and/or offer alternative solutions.
- Ability to show empathy, problem solving, interpersonal relationships and can provide social responsibility.
- A working knowledge of Microsoft Office and its components. Also, ability to learn new programs.
Preferred Qualifications:
- Knowledge / Experience within the Manufactured Homes or Construction Industry.
- Experience with power tools and hand tools (Nail Guns, Utility Knife, Ladders, Saws, etc.)
- Bilingual – Spanish preferred
Salary:
Physical Demands:
- Must be able to lift and carry up to 25 lbs.
- Work may require stooping, bending, crouching, crawling, pushing, and / or pulling.
- Work environment is not temperature controlled and may result in exposure to extreme temperatures.
- Work primarily involves standing, up to 4 hours at a time.
Travel Requirements:
Why Clayton?
A Berkshire Hathaway Company - an integrity-based organization offering unlimited career growth opportunities.
Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
Clayton is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women.
At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.
Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Business Unit - B00018
Clayton Manufacturing