Customer Advocate Manager (Revisits)

Description

Position Title: Customer Advocate Manager 

Department: Sales and Customer Relations 

Location: North Texas Corporate  

Reports To: Vice President of Growth 

Job Summary: 

The Customer Advocate Manager plays a pivotal role in reconnecting with potential customers who initially did not proceed with a home improvement project. This specialist works to understand the customers' concerns, re-engage them, and facilitate a follow-up visit by a sales representative to close the deal. The ideal candidate is persuasive, empathetic, and committed to turning initial rejections into successful sales. 

Key Responsibilities: 

Customer Re-engagement: 

• Proactively reach out to customers who did not finalize their home improvement projects. 
• Understand and address any concerns or objections the customer may have had during their initial consultation. 

Scheduling Follow-up Visits: 

• Coordinate with sales representatives to schedule follow-up appointments. 
• Ensure timely and efficient scheduling to maximize the likelihood of closing the deal. 

Communication: 

• Maintain clear and consistent communication with potential customers through phone calls, emails, and other communication channels. 
• Provide customers with additional information and answer any questions they may have about the project. 

Tracking and Reporting: 

• Keep detailed records of customer interactions and follow-up attempts. 
• Report on success rates, challenges, and feedback to the Sales Manager. 

Collaboration: 

• Work closely with the sales team to understand customer needs and provide feedback for improving the sales process. 
• Collaborate with other departments to ensure a seamless customer experience. 

Customer Service: 

• Provide excellent customer service by being responsive, courteous, and professional in all interactions. 
• Strive to build positive relationships with potential customers to encourage future business. 

Requirements

 Qualifications: 

• Proven experience in in-home sales, customer service, or a related field. 
• Excellent communication and interpersonal skills. 
• Strong problem-solving abilities and a customer-focused mindset. 
• Ability to work independently and as part of a team. 
• Detail-oriented with strong organizational skills. 
• Familiarity with the home improvement industry is a plus. 
• Proficiency in using CRM software and other sales tools.