Customer Engagement Specialist

2 weeks ago

Ashburn, Virginia, United States Van Metre Companies Full time

At Van Metre, we recognize that every team member plays a vital role in our progress, achievements, and organizational culture. We are in search of a dedicated individual who thrives on challenges and enjoys collaborating with others in this capacity. Client Specialists are being recruited to become part of our Help Center team focused on New Homes.

The Client Specialist at Van Metre Homes serves as an essential contributor, overseeing interactions with potential clients and existing customers through multiple communication channels. These include text messages, form submissions, incoming calls, live chats, tickets, real estate listing platforms, and social media. This position is crucial for facilitating a smooth customer journey, scheduling sales appointments, 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 Client Specialist will work closely with the Community Experience and Customer Care teams, utilizing Van Metre's Customer Relationship Management (CRM) system and the Van Metre Life portal to manage inquiries and document communications. Performance will be assessed based on key performance indicators (KPIs), including customer effort scores, call response rates, and ticket handling times.

Key Responsibilities:

  • Oversee communication from leads and customers through various channels, including text messages, form submissions, incoming calls, live chats, tickets, real estate listing platforms, and social media.
  • Maintain and update contacts and deals in our Customer Relationship Management (CRM) system, schedule sales appointments, and log all communications for effective customer relationship management.
  • Coordinate responses to warranty inquiries via Van Metre Life.
  • Monitor and engage with reviews and direct messages on social media platforms.
  • Analyze and track KPIs, including customer effort scores, response rates, ticket handling times, and overall ticket volumes.
  • Collaborate with cross-departmental teams to ensure compliance with protocols and processes, enhance customer experiences, and reduce ticket volumes over time.
  • Stay informed about industry trends and best practices to improve client communication and service.
Desired Traits:
  • Business-minded and forward-thinking.
  • High-energy and mission-focused.
  • Detail-oriented and results-driven.
  • Curious and customer-centric.
  • Adaptable and open to new ideas.
  • Self-motivated and a problem-solver.
  • Strong collaborative and creative skills.
  • Excellent verbal communication abilities.
Qualifications:
  • Bachelor's degree.
  • 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 listing platforms, and review sites.
  • Hands-on experience in new construction is a plus.
Compensation and Benefits:
Van Metre offers a comprehensive benefits package and a work environment that encourages and rewards excellence. We promote a healthy work/life balance, including a robust Employee Wellness Program. We encourage employees to fully utilize vacation and other company-paid leave to rejuvenate.
  • Salary: $70,000-$85,000 annually (compensation is based on experience, education, training, and skills).
  • Paid Time Off: 11 paid holidays; 10 vacation days, 10 sick days, two volunteer days, two personal days, winter break, a day off for annual physicals, and a day off for birthdays; 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 the TaskHuman Wellness App for employees and their family members.
Core Values of Van Metre:

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

Mission Statement of Van Metre:

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 Washington, D.C. area and beyond. It is essential for our future that we uphold this reputation and ensure that Van Metre Companies continues to excel in real estate development, construction, and the management of apartment, retail, and office investment properties, as well as in providing mortgage and related services. Our dedicated, energetic, and engaged professionals are tasked with advancing our ability to set the standard 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 condominium and apartment developments, as well as Class A neighborhood retail centers and office spaces.

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