Customer Advocate

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.

Position Summary: The Customer Advocate (CA) is to be the single point of contact for retailer customers, providing a high-quality customer experience (CX). The experience should be positive and ensure customer satisfaction through NPS ratings and Clayton Brand Loyalty.

Duties / Responsibilities:

• Home Building Facility (HBF) point of contact: Every retail customer is assigned to the CA at the time of home purchase.
  • Contact made and engagement is tracked through a text (inbox) platform that communicates through Salesforce (Compass).
  • Tracking all phases of the experience:  For example, home ordered, home scheduled, home under construction, home walk completed/scored, home shipped, home arrived at site, home in process, home completed, warranty card obtained, pre NPS calls (30-60-90), post NPS calls, service facilitation and referral follow-up.
  • All engagement includes HBF and Retailer.
• Communicates at pre-assigned touchpoints and responds to all inquiries and/or complaints.
  • All customer engagement, inquiries and complaints should happen in a professional and timely manner (ie: same business day).
  • CA is responsible for improving existing complaint processes and ensuring that all complaints are escalated and responded to within specified time frames.
• Resolves warranty issues and maintains ownership of customer from the initial request to resolution.
  • Collaboration with other departments (CCRs/CSMs/Parts), retail, set-up, service (Smart Start) etc.  CA should work closely with other entities to manage information and align processes necessary.
  • Customer advocates may also perform other tasks, such as conducting customer research, eBuilt/eStar tracking etc.
• Dispatch
  • CA is responsible for dispatch processing that include transporter communication and scheduling, driver pay and managing OTM.

• Other Reporting
  • Compliance with Zero Energy Ready, eBuilt and Energy.

 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