What are the responsibilities and job description for the Contact Center Representative position at Cambio Property Management LLC?
At Cambio Communities, our people are at the heart of everything we do. We’re dedicated to empowering our team with fulfilling careers, meaningful growth opportunities, and the chance to make a real difference in the lives of our residents through providing exceptional service and fostering thriving, connected communities.
We’re a people first organization and here’s how you’d fit in at Cambio:
At Cambio Communities, our Core Values define who we are and how we operate. Represented by the acronym EPIC – Empowerment, Passion, Integrity, and Collaboration – these principals guide our commitment to creating exceptional (or EPIC) experiences for our residents, our team members and our communities.
Position Summary
The Contact Center Representative is responsible for handling overflow calls from the communities along with online leads looking to purchase or lease a home. The position will work with our prospects and existing residents to properly answer their questions, set appointments, distribute the information to the proper person, and being EPIC. This is an in-office position and will work from our Support Center location.
Duties and Responsibilities
What you will do:
The qualified individual will work as an integral part of the Customer Experience team to perform the following essential job functions:
- Manage volumes of inbound calls in a timely manner
- Respond to online inquiries
- Schedule appointments for sales and leasing leads
- Escalate customer experience opportunities as needed
- Follow communication “scripts” when handling different topics
- Identify customer’s needs, clarify information, research issues, and provide solutions/alternatives
- Build sustainable relationships with residents/community teams by going the extra mile
- Maintain contact records in call database
- Meet personal and support team qualitative and quantitative targets
- Position may require flexible hours, nights, and weekends as needed.
- Position requires working one scheduled evening per week and one scheduled Saturday per month, and other non-business hours as customer traffic dictates.
- Position may require working scheduled evenings and scheduled Saturdays, as well as other non-business hours as customer traffic dictates.
- Position may require temporary or permanent reassignment of work location as directed by Senior Leadership.
- Other duties as assigned.
Qualifications
What you should have:
- High school diploma or general education degree (GED), or previous experience in a customer support role, or equivalent combination of education and experience.
- Must maintain an active and valid driver license and clean driving record.
- Must have reliable transportation to work.
- Must maintain an active and working personal mobile phone.
- Computer skills required: Microsoft Office Suite; familiarity with CRM systems and practices
- A track record of over-achieving data
- Strong phone and verbal communication skills, along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- A growth mindset; always testing and learning.
- Willingness and ability to present self in a neat, clean, and professional manner always through the workday and/or whenever present at the community.
Compensation
What we have to offer:
We know that happy people are productive and perform. If we take good care of our team, everything else will fall in place. That’s why we offer competitive pay that is commensurate with the market and relevant experience, along with an excellent benefits package including Medical, Dental, Vision, Life, Disability, FSA and 401(K). Certain positions with sales and leasing responsibilities are provided with a commission plan or an override program.
Supervisory Responsibilities
- This job has no supervisory responsibilities.
Physical Demands and Work Environment
- Frequently required to sit
- Occasionally required to stand, walk
- Continually required to utilize hand and finger dexterity
- Continually required to talk or hear
- The employee must occasionally lift and /or move more than 20 pounds.
Equal Opportunity Employer
At Cambio, we don’t just accept difference – we celebrate it! We are committed to creating an inclusive environment for all employees and seek to support the diverse cultures, perspectives, skills, and experiences of our staff.
Cambio is an equal opportunity employer where hiring is based solely on a person's merit and qualifications directly related to professional competence. Cambio does not discriminate against any applicant or employee based on their race, creed, color, religion, gender, gender identity/expression, sexual orientation, national origin, disability, age, genetic information, veteran status, marital status, medical condition, or any other non-merit factor protected by law.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Unsolicited resumes from third party agencies will not be accepted.
