Customer Support Tier 2
2 weeks ago
The Customer Support Tier 2 position serves as an extension of the Customer Support team and is responsible for partnerships, process and service. With a primary focus on delivering an exceptional customer experience, the Tier 2 position will serve as a liaison between many internal RE/MAX business units, as well as other RE/MAX partnerships. In addition, the Customer Support Tier 2 position serves as the liaison supporting our Problem Management process and will lead the charge in that space.
Essential Duties:
Provide applicable reports and status to Customer Support leadership Works in a high performing team environment where collaboration, performance and customer service are the highest priorities Team player who exhibits continued improvements by understanding the business, industry and best practices Effectively leverages resources to ensure effective deliverables Serves as resource to the Customer Support team in terms of product launches and projects Investigates and seeks resolutions for Tier 2 level cases that require multi-department or multi-vendor solutions Participates in the pre-production testing of new products, services or processes Establishes and nurtures relationships with other RE/MAX business units Serves as point of contact for existing and future vendors and third parties Active player in project leadership Actively pursue new ways to delivering serviceJob Qualifications:
Bachelors or Associates degree preferred Previous experience in customer service Previous experience in project delivery/execution Previous experience in Relationship Management Sincere passion for delivering exceptional customer service Ability to recognize problems and recommend solutions Ability to effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing Ability to establish and maintain effective working relationships with coworkers, stakeholders, customers and vendors Capability to maintain professionalism under stressful situations Exceptional decision-making skills Strong time management and prioritization skills Highly motivated with keen attention to detail The desire and ability to lead through example ITIL Experience/Certification is a plus Experience in support software (ServiceNow, Salesforce, Zendesk, etc)Physical Requirements:
Must be able to effectively work remotely in a dedicated, professional workspaceTravel Requirements:
None
Hire Range/Rate:
$53,000 - $60,000
Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.
Competitive Medical, Dental, and Vision benefits Retirement plans with optimal company match Annual bonus/merit opportunity Educational Assistance Mental Health support program M.O.R.E. Events offered in-person and virtually Mentorship program Employee Resource Groups Community Engagement Diversity, Equity, and Inclusion Parenting Remote Women at RE/MAXRE/MAX, LLC & Motto Mortgage
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