What will you do?

This position requires an experienced Customer Service Representative to assist with elevating the client experience by being the first point of contact for clients on several points of contact including when entering our office, answering the phone and responding to client inquiries via email, social media and company chat. This position will also own our front desk operations and support the sales, operations, and marketing departments.

This position consists of the following job tasks and responsibilities:

- Overseeing all incoming customer communications - website, email, live chat, telephone, and social media channels and forwarding to appropriate sales/leasing agents

- Answering phone calls, sending out messages, recording leads and client information via our CRM platform, HubSpot.

- Welcoming clients to our office and directing them to their meeting space, handling key registrations/sign-outs and keeping the front desk organized.

- Be the first point of contact to handle and resolve customer inquires and/or complaints and record/share customer feedback with relevant teams. You will 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.

- Create and maintain the website FAQ and canned responses.

- 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?

· A friendly, professional demeanor and positive, can-do attitude.

· Strong oral and written communication skills in English with the ability to interact and connect with many types of personalities.

· 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.

· Strong interpersonal, organizational, and well as problem-solving and basic sales skills are required.

· 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.

· Ability to work independently and function as part of a team.

- Ability to perform tasks in an accurate, efficient and timely manner using our CRM (hubspot), ERP (NetSuite) and other tech platforms.

- Proven judgment and decision-making ability with demonstrated integrity and ethical standards;

- Ability to handle difficult customers with diplomacy, kindness and empathy;

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.