Se Helpdesk Assistant

Overview:
The primary responsibility of a SE Helpdesk Assistant is to assist Sales Executives with processing of contract orders, resales, transfers, and renewals via telephone and Zendesk tickets. This position is also responsible for managing various Tier 2 functions that are managed through Zendesk and the CRM. Must be personable, demonstrate initiative, and have strong time management and organizational skills with attention to detail and the ability to work in a fast paced, high volume, time-sensitive environment.

**Duties**:

- Ability to multitask and manage Sales Executives’ requests via phone and Zendesk.
- Respond to Zendesk and phone inquiries in a professional and courteous manner.
- Proactively seek to understand the needs of the Realtor, Escrow Officer, Transaction Coordinator, Property Manager, and Customer.
- Establish and update contract coverage and customer records.
- Maintain consistent knowledge of product coverage and pricing.
- Provide an exceptional customer experience through effectively communicating product coverage, options, terms, and limits.
- Appy designated procedures, guidelines, tools, and resources to accomplish job duties.
- Coordinates with other departments based on customer needs and established guidelines.
- Assists with Inbound Sales Department calls when deemed necessary.
- Perform other duties as assigned.

**Requirements**:

- High school diploma or GED

**Experience**:

- Two or more years of experience in a customer facing role.
- Strong interpersonal, written, and oral communication skills.
- Capable of maintaining professionalism and composure under pressure.
- Attention to detail and problem-solving skills.
- Ability to prioritize and meet deadlines.
- Strong organizational skills and good use of judgement.
- Self-starter with ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Outlook/MS Office.
- Basic knowledge of the real estate transaction process helpful.
- Home warranty experience a plus.
- Personal commitment to punctuality and attendance.
- Ability to use company CRM database.
- Home Warranty claim experience a plus.
- Bilingual in Spanish a plus.

Additional Information:

- This position operates in a clerical office setting. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. The role routinely uses standard office equipment such as computers, phones, photocopiers and mail equipment.
- ** Note**: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position.