In-Office Customer Experience Specialist/Front Desk

In-office Customer Experience Representative/Front Desk

Rent It Furnished is a technology-forward provider of Luxury Rental Properties and Full Property Management Services across Canada. We currently represent over 4500 luxury rentals and to support our online services expansion into 2023, we are looking for an experienced Customer Experience Representative to join our Vancouver office.

If you love to support a fast-paced team of ‘A’ players, have an intrinsic desire to solve issues and support numerous departments within a growing company, please read on. You will need strong attention to detail, a natural ability to multi-task and the desire to elevate the client experience with every interaction. If this is you, we have the perfect opportunity for you!

What will you do?

This position requires an experienced Customer Service Representative to assist with elevating the client experience by being the first point of contact for clients on several points of contact including when entering our office, answering the phone, and responding to client inquiries via email, social media, and company chat. This position will also own our front desk operations and support the sales, operations, and marketing departments

This position consists of the following job tasks and responsibilities:

• Be the first point of contact to handle and resolve customer inquiries and/or complaints and record/share customer feedback with relevant teams. You will focus on helping clients by responding empathetically to a variety of questions, assisting with solutions, and resolving client concerns at the first point of contact.
• Create and maintain the website FAQ and canned responses.
• Overseeing all incoming customer communications - website, email, live chat, telephone, and social media channels and forwarding to appropriate sales/leasing agents
• Answering phone calls, sending out messages, recording leads and client information via our CRM platform, HubSpot.
• Welcoming clients to our office and directing them to their meeting space, handling key registrations/sign-outs and keeping the front desk organized.
• Educate and assist clients with our services, processes, and website capabilities.
• Be resourceful with the ability to leverage tools and resources to find the right answers, while cultivating and maintaining relationships with internal and external clients to work as one team.

What do you need to succeed?

• Previous experience working in a Contact/Call Centre or in a fast-paced service industry.
• Ability to work independently and function as part of a team.
• Proven ability in engaging clients, building rapport, and maintaining client relationships, preferably in the real estate industry.
• Strong oral and written communication skills in English with the ability to interact and connect with many types of personalities.
• Desire to build exceptional client experiences while exhibiting a passionate, helpful, and curious attitude with the desire to meet client needs and solve problems efficiently.
• Proven judgment and decision-making ability with demonstrated integrity and ethical standards.
• Strong interpersonal, organizational, and well as problem-solving and basic sales skills are required.
• Ability to handle difficult customers with diplomacy, kindness, and empathy.
• A friendly, professional demeanor and positive, can-do attitude.
• Ability to perform tasks in an accurate, efficient, and timely manner using our CRM (HubSpot), ERP (NetSuite) and other tech platforms.
• Exceptional client service capability and confidence in engaging clients across multiple channels (i.e., phone, email, live chat, etc.) using a friendly, positive, and professional tone.

Do you align with our Company's Values?

• Savvy Problem Solver:You are naturally inquisitive and always on the lookout for better solutions. You are entrepreneurial in your approach and solutions; and opportunities for improvement come to you naturally, quickly, and easily. You easily find the opportunity in a challenging situation, and you enjoy adding value by solving the root cause of the issue with the optimal outcome in mind.
• Collaborative:You believe that when experts work together and everyone plays to their strengths, a company can exceed all expectations and set new standards for an industry. This is our goal. You naturally seek input from others and enjoy contributing at a high level to a united team of experts where deliverables are expected to be outstanding.
• Good Energy & Positive Outlook:You are known for the good energy you bring into a room and people enjoy working and being around you. You are not easily pushed off-kilter and even in difficult situations, you know how to bring a professional attitude, a sense of humor, and some lightness to challenging situations.
• Accountable:Your team can always count on you. You naturally take responsibility and deliver on your commitments and targets. You are results-driven, enjoy being held accountable (and measured) and have a high standard for the quality of the work you deliver. When problems arise, you quickly confront issues with proposed solutions to be solved before we are up against a deadline.

We thank all applicants; however, only those chosen for an interview will be contacted.

Job Types: Full-time, Permanent

Salary: $45,000.00-$50,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Experience:

• HubSpot or similar CRM: 1 year (preferred)
• Call center or online customer service: 2 years (preferred)

Work Location: In person