Customer Service Representative

Summary:

Provide excellent customer service in a fast paced call center environment for those in the real estate industry that use the SentriLock Realtor® Lockbox system. Also ensures delivery of outstanding customer service through efficient communication, troubleshooting and coordinating with other departments to resolve issues by performing the following duties.

Essential Duties and Responsibilities

• Answer customer calls and respond to their requests.
• Provide customers with product and service information.
• Research and resolve customer issues through both troubleshooting techniques and the use of “remote diagnostics”.
• Assists customers by giving correct resolutions in a clear, concise and courteous manner.
• Properly document all customer calls.
• Occasionally provide on the job training for new employees.
• Escalate unresolved issues to second level of support (both internal and external)
• Follow up on customer inquiries not immediately resolved.
• Knowledge of department processes.
• Other duties as Assigned.
• Support the mission and goals of the company.

Competencies/Job Requirements

• High school diploma or equivalent.
• Strives to continuously build knowledge of the system and skills. Willing to share expertise with others.
• Demonstrates strong professional skills (adaptability, follows through on commitments,  dependability)
• Strong communication skills, both oral and written
• Strong analytical and problem solving skills are essential
• Good organizational skills with a strong attention to detail
• Pleasant phone manners
• Manage multiple software applications simultaneously
• Customer service experience required

Call center experience a plus