Customer Experience Specialist

This position requires working from our office in Yaletown, Vancouver. To support our expansion plans for 2022, we are looking for an experienced Customer Service Representative to join our Vancouver team!

What will you do?

  • Oversee all incoming customer communications - website, email, live chat, telephone, and social media channels

  • Pre-screen sales leads and forward to appropriate sales/leasing agents

  • Be the first point of contact to handle and resolve customer inquire and/or complaints

  • Record and share customer feedback with relevant teams

  • Make small updates on listings such as price changes and pictures

  • Create and maintain website FAQ and canned responses

  • Proactively engage with clients through different communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one

  • Focus on helping clients by responding empathetically to a variety of questions, assisting with solutions, and resolving client concerns at the first point of contact

  • Be resourceful with the ability to leverage tools and resources to find the right answers, while cultivating and maintaining relationships with internal and external clients to work as one team

  • Educate and assist clients with our services, processes, and website capabilities

What do you need to succeed?

  • Strong interpersonal, organizational, and well as problem-solving and sales skills are required

  • Past experience in a customer service role where you provided a variety of needs-based solutions

  • Exceptional client service capability and confidence in engaging clients across multiple channels (i.e., phone, email, live chat, etc.) using a friendly, positive, and professional tone

  • Previous experience working in a Contact/Call Centre or in a fast-paced service industry

  • Proven ability in engaging clients, building rapport, and maintaining client relationships, preferably in the real state industry

  • Desire to build exceptional client experiences while exhibiting a passionate, helpful and curious attitude with the desire to meet client needs and solve problems efficiently

  • Strong oral and written communication skills in English (additional languages are a plus) with the ability to interact and connect with many types of personalities

  • Ability to work independently and function as part of a team

Do you align with our Company’s Values?

Good Energy & Positive Outlook: You are known for the good energy you bring into a room and people enjoy working and being around you. You are not easily pushed off-kilter and even in difficult situations, you know how to bring a professional attitude, a sense of humor, and some lightness to challenging situations.

Savvy Problem Solver: You are naturally inquisitive and always on the lookout for better solutions. You are entrepreneurial in your approach and solutions; and opportunities for improvement come to you naturally, quickly, and easily. You easily find the opportunity in a challenging situation, and you enjoy adding value by solving the root cause of the issue with the optimal outcome in mind.

Collaborative: You believe that when experts work together and everyone plays to their strengths, a company can exceed all expectations and set new standards for an industry. This is our goal. You naturally seek input from others and enjoy contributing at a high level to a united team of experts where deliverables are expected to be outstanding.

Accountable: Your team can always count on you. You naturally take responsibility and deliver on your commitments and targets. You are results-driven, enjoy being held accountable (and measured) and have a high standard for the quality of the work you deliver. When problems arise, you quickly confront issues with proposed solutions to be solved before we are up against a deadline.
We thank all applicants; however, only those chosen for an interview will be contacted.

Job Types: Full-time, Permanent

Benefits:
Company events
Extended health care
Paid time off

Schedule:
Monday to Friday

Apply for this position

Candidates are encouraged to send their resume and cover letter outlining their experience. Due to the volume of applications, only those selected will be contacted for an interview. We appreciate all those who apply. Thank you.

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