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Contact Center Consultant
Are you customer focused, have a passion for people, and like to have fun? Camden s Contact Center Consultants are responsible for assisting current and potential residents at Camden communities across the country. They help provide Living Excellence by responding to requests for leasing information, service requests, and any other community related questions. Our consultants have excellent communication skills, think outside of the box, and have the ability to create connections and lasting impressions. They are experts in customer service who are able to understand and anticipate our customers needs to create exceptional experience.
Essential Functions:- Assist potential residents with detailed leasing information for Camden Communities nationwide, including creating quotes and scheduling leasing appointments
- Showcase the value of the community features as they relate to the customers needs
- Assist current residents with requests for maintenance, courtesy officers, and other community related questions and issues
- Accurately capture resident and prospect information for communication and record keeping
- Ensure excellent customer relations by responding to requests by phone, email, and chat in a timely manner and maintaining a customer focused attitude at all times
- Escalate issues through the appropriate channels when necessary
- Use problem solving skills and best judgment to handle unpredictable situations as they arise
- Consistently meet all performance standards including schedule adherence, average handling time, and call quality
- Take an active role in ensuring the department goals and objectives are being met or exceeded
- The expectation is that 95% of your time will be spent taking calls on a defined schedule, with 5% devoted to training and reporting
- Will assist in other projects and activities as needed
- Bachelor s degree preferred
- Experience in a customer related field required, experience in the multi-family industry or a contact center environment preferred
- Must have a customer focused attitude and creative problem solving skills to handle difficult situations and ensure a high level of customer satisfaction
- Ability to multi-task, take initiative and work effectively in a fast paced environment
- Excellent documentation and written and verbal communication skills
- Proficiency in Microsoft Office Suite including Word, Excel & Outlook
- Flexibility to work various shifts including nights, weekends, holidays, and overtime as required
- In the event of an emergency situation, you may be required to work remotely and as such should have internet access
- Bilingual (English/Spanish) a plus
- Ability to sit for extended periods of time
And here s the fine print HR wants you to know:
- Job is intermittently sedentary but requires mobility (i. e. , climb stairs)
- Will use some repetitive motion of hand-wrist in using computer and writing
- Must have normal range of vision to complete paperwork and computerized documentation; hearing and speech to communicate with residents, vendors, supervisors and coworkers on the telephone or in person on a regular basis
- Must handle stressful, urgent, novel and diverse work situations on a daily basis
- Emotional stability and personal maturity are important attributes in this position
- Works in a typical office setting with daily exposure to outdoor environment (i.e., heat, cold, damp, rain, etc.)
- Hazards can be avoided with proper lifting techniques, SDS and general safety training
- Will be regularly called upon to work long hours and odd schedules (including weekends)
- Position requires periodic travel by automobile to handle work-related activities
- May require airline travel, out-of-town and /or overnight trips
- Attendance and punctuality is essential for success in this position
- Contact your HR team for the position s Physical Demands Analysis
This job description is not an all-inclusive list of duties and responsibilities. Camden may add or change responsibilities in order to meet business and organizational needs. Employees must meet qualification standards that are job-related and consistent with business necessity and must be able to perform the essential functions of the position, with or without reasonable accommodations.