Customer Care Specialist

2 months ago

Minneapolis, United States Edina Realty Home Service Full time

We think Edina Realty Home Services is a great place to work, but you don't have to take our word for it. We're thrilled to be named a Star Tribune's Top Workplace

Edina Realty is seeking a friendly, enthusiastic, detail orientated Customer Care Specialist. This role will provide timely, quality customer service to customers using www.edinarealty.com and to agents/staff in all our sales offices.

This role is a hybrid position working both in the office and remotely. Work hours include weekends on a rotating basis.

Job Duties and Responsibilities

  1. Performs research necessary to respond to general inquiries. Direct customers to appropriate department for more complex inquiries.Handle complaints or transfer complaints to appropriate parties. Resolve problems as they arise through a request or as they are noticed during other involvement.
  2. Provide leads to our Edina Realty agents as well as additional support for Edina Realty listings, which may include any of the following: phone calls or email inquiries, computer input, produce reports, place and receive orders, handle correspondence, track documents, process departmental mail, fax, copy, coordinate pickup and delivery with couriers. Assists agents with MLS listings and sales records.
  3. Convert customer inquiries into leads for sales offices or other company affiliates. Coordinate communication between departments. Direct leads to appropriate parties and follow up. Track leads and develop activity reports.
  4. May greet walk-in customers and handle their needs.
  5. Gives assistance where needed to other departmental staff. Perform other related duties as assigned.

Performance Expectations
  • Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
  • Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
  • Establish and maintain positive and productive work relationships with all staff, customers and business partners.
  • Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
  • Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.
Qualifications

Education:
  • Two year college degree or equivalent knowledge and experience.
Experience:
  • Two to four years customer service experience.
  • Knowledge of real estate, title or mortgage business strongly preferred.
  • Call center office experience preferred.
Knowledge and Skills:
  • Excellent customer service skills.
  • Strong computer skills: Microsoft Office, Outlook, as well as the ability to learn new computer database platform.
  • Effective written and verbal communication and interpersonal skills.
  • Ability to work as a member in a team-oriented environment.
  • Ability to work well under time pressures and to sometimes deal with irate customers.
  • Detail oriented; ability to multi-task and change quickly from one task to another.
Other (licenses, certifications, schedule flexibility/OT, travel, etc.):
  • This position may require a valid driver's license with a clean driving record.

Edina Realty employees enjoy a supportive, fun and flexible work environment that values innovation, creativity and new ideas. Management and leadership are accessible and encourage input from employees.

After more than 60 years, Edina Realty Home Services continues to uphold the core values of honesty, integrity and commitment set by founder Emma Rovick in 1955.

The positive and enjoyable work atmosphere contributes to high employee retention across our family of companies. In fact, 63 percent of employees have been with the company at least five years.

Benefits:Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Equal Opportunity Employer

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