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Customer Care Associate/assistant Coordinator

3 months ago

Fairfax, United States Long & Foster Real Estate Full time

Under the general direction of the Welcome Center Director, will manage leads and transactions within Long & Foster’s Welcome Center and will play an important role in generating business for Long & Foster’s offices and agents.

May handle our affiliated business lines, including Tailored Move and Insight Home Inspections by taking incoming client calls, scheduling move estimates or home inspections, and following up with the client. Will also handle general inquiries and will solve problems when clients call with issues.

Customer Care Associates will work in our Welcome Center at Long & Foster Headquarters in Chantilly. The company utilizes a hybrid model with 3 working days in the office and an option to work from home on other days.

This position does require limited evening and weekend work.

**Key Responsibilities**
- Handle real estate leads arriving through one or more channels, including corporate relocation, broker-to-broker referrals, partner programs, and web leads.
- Interact with the lead source, will assign the lead to a Long & Foster agent, and will follow-up once the agent has been assigned.
- Obtain and provide status updates from the agent as the transaction is in process.
- Address problems or issues in the transaction, communicating with the partner, agent and client to find solutions.
- Knowledge and Skills:_

**_ CUSTOMER FOCUS _**_- Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service. _
**_ORGANIZATIONAL AWARENESS_**_ - Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization. _
**_QUALITY ORIENTATION_**_ - Setting high standards regarding his/her work and working environment and acting accordingly; developing quality standards, continuously evaluating performance, products, and procedures; actively seeking ways to improve quality. _
**_ATTENTION TO DETAIL_**_ - Taking responsibility for a thorough and detailed method of working._
**_COMPUTER LITERACY_**_ - Using computers effectively and efficiently in the working environment._
- PLANNING AND ORGANIZING - Setting priorities and defining actions, time, and resources needed to achieve predefined goals. _
**_COMMUNICATION_**_ - Shaping and expressing ideas and information in an effective manner. Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader. _
**_TEAMWORK_**_ - Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics._
**_ACCOUNTABILITY_**_ - Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization._
**_INITIATIVE_**_ - Spotting opportunities within a circle of influence; anticipating risks or challenges and acting on them; self starting rather than waiting passively until the situation demands action._

**Qualifications**
- Education:_
- High School Diploma or Equivalent
- Associate’s degree or equivalent work experience, preferred.
- Experience:_
- Strong oral and written communication and interpersonal skills.
- Strong oral and written communication and interpersonal skills
- Previous real estate experience is desirable.
- Prior customer service or call center experience of any kind.

**_Equal Opportunity Employer_