| Customer Care Professional |
Job Location:
Metro Area: |
Kansas City, MO
MO - Kansas City
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Category: |
Call Center Operations
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Contact Info |
Company Name: United Country Real Estate
| Address: |
2820 NW Barry Rd
Kansas City,
MO 64154
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Contact Name: Jayne Ann Conklin
Phone: 816-420-6200
Apply: Submit Resume Now
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Job Description:
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Role Description:
The Customer Care Professional (CCP) is the primary contact between Consumers, United Country Home Office and UC affiliates/sales agents.
The Customer Care Professional is empowered to provide consumers with assistance regarding UC property listings and/or publications. The CCP is authorized to provide customer care support to UC affiliates and sales agents.
The CCP will provide internal and external customer care solutions by providing seamless delivery of service and tools by answering calls, placing calls or responding to emailed in a contact center environment.
Summary of Responsibilities
Primary
• Answer inbound customer requests by any of the following vehicles: email, inbound call, outbound call, voicemail, printed requested
• Provide exemplary service using pc and web based software
• Gain an understanding of United Country’s products and service offerings and respond to general questions about same or direct inquiries through an escalation process to the correct staff member on the United Country team
• Exceed customer satisfaction by processing internal and external customer requests in a timely and accurate fashion
• Deliver world class customer care using structured script while capturing all vital data
• Handle escalated opportunities by successfully navigating the organization to resolve requests
• Review Key Performance Indicators and review for continuous improvement opportunities
Secondary
• Maintain Customer Care training documentation
• Provide innovative ideas and suggestions for existing or new processes
• Develop internal relationships in a effort forward the goal of the team
• Maintain Key Performance Indicator tracking
Required Skill Sets or Background Knowledge
• Ability to work within operating hours and days for this position
• Attendance and Reliability a must
• Technology savvy – ability to understand existing technology platforms and the willingness to learn new programs
• Must possess excellent customer care skills in a fast paced environment
• Professional telephone etiquette and excellent oral/written communication skills
• Ability to retrieve information from our systems (based upon customer inquiry) and present constructively
• Must be able to operate a PC and printer
• Prior use of MS Office products including Word, Outlook, Excel and PowerPoint
• Works with accuracy and has an eye for detail
• Has a pleasant and friendly attitude as well as team oriented vision
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