Customer Engagement Specialist

2 weeks ago

Ashburn, Virginia, United States Van Metre Homes Full time


At Van Metre Homes, we value the contributions of each team member to our collective success and vibrant culture. We are in search of a dedicated individual who thrives on collaboration and embraces challenges within this role.

The Customer Engagement Specialist is an essential part of our Help Center team, focusing on New Homes. This position is responsible for overseeing communication with potential clients and existing customers through a variety of channels, such as text messages, online forms, incoming calls, live chats, support tickets, real estate platforms, and social media.

This role is pivotal in delivering an exceptional customer journey, coordinating sales meetings, addressing warranty questions, enhancing our online presence, and ensuring adherence to Brand Experience standards across departments.

As a member of the Help Center team, the Customer Engagement Specialist will work closely with the Community Experience and Customer Care teams, utilizing our Customer Relationship Management (CRM) system and the Van Metre Life portal to manage inquiries and document interactions.

Performance will be assessed based on key performance indicators (KPIs), including customer effort scores, call response rates, and ticket resolution times.

Our work environment operates on a hybrid model, requiring one day in the office each week for training. Our hours of operation are from 8 AM to 5 PM, seven days a week, including daily team meetings. Weekend shifts will be rotated among all Help Center team members.


Key Responsibilities:


1. Oversee communication from leads and customers through various channels, including text messages, online forms, incoming calls, live chats, support tickets, real estate platforms, and social media.

2. Create and maintain contacts and deals in our CRM system, schedule sales meetings, and log all communications for effective customer relationship management.

3. Address warranty inquiries through the Van Metre Life platform.

4. Monitor and respond to reviews and direct messages on social media platforms.

5. Analyze and track KPIs, including customer effort scores, response rates, ticket resolution times, and overall ticket volume over time.

6. Collaborate with cross-departmental teams to ensure compliance with protocols and processes, enhance the customer experience, and reduce ticket volumes.

7. Stay informed about industry trends and best practices to improve client communication and service.


Qualifications:
1-2 years of experience in online sales, customer service, warranty, or a related field.

Strong written and verbal communication skills.

Proficiency in HubSpot, Salesforce, or similar CRM systems.

Familiarity with social media, real estate platforms, and review sites.

Hands-on experience in new construction is a plus.


Compensation and Benefits:
Van Metre Homes offers competitive benefits and a work environment that promotes excellence. We emphasize work/life balance, including a comprehensive Employee Wellness Program. We encourage our employees to utilize vacation and other company-paid leave to recharge.
Base Salary:
$70,000-$85,000 annually (Compensation is based on experience, education, training, and skills).

Paid Time Off: 14 paid holidays; 10 vacation days, 10 sick days, Two Volunteer Days, Two Personal Days, Winter Holiday Break, Day off for Annual Physical, Day off for your Birthday; comprehensive parental and bonding leave.


Retirement Planning:
Company Matched 401(k) Retirement Savings Plan; access to retirement planning coaches.
Wellness:

Annual Wellness Reimbursement of up to $900; Free and unlimited access to TaskHuman Wellness App for employees and their family members.

Integrity; Ownership; Respect and Dignity; Diversity and Inclusion; Teamwork; Community; Work/Life Balance.

The mission of Van Metre Companies is to build and continually enhance our esteemed reputation, established since our founding in 1955, for delivering top-quality homes, investment properties, and services to our clients.

Our commitment to integrity, professionalism, and philanthropy, instilled by our founder, has earned us trust and respect in the industry.

It is vital for our future that we uphold this reputation and ensure that Van Metre Companies continues to excel in real estate development, construction, and property management.

Our dedicated and dynamic professionals are tasked with setting the benchmark for luxury living and refined commercial development.

The pinnacle of our mission is to make the "Van Metre" name synonymous with elegant residential communities and industry-leading developments.


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