What are the responsibilities and job description for the Customer Care Specialist position at The Escrow Firm?

We think Edina Realty Home Services is a great place to work, but you don't have to take our word for it. We have consistently been named a Star Tribune Top Workplace. Come join our team!

Edina Realty is seeking a friendly, empathetic, detail-orientated Customer Care Specialist. This role will provide timely, quality service to customers using www.edinarealty.com and to agents / staff in all our sales offices.

This role is a hybrid position working both in the office and from home. Our office location is in Edina, MN. Work hours include two weekends per month on a rotating basis. Must be available between the hours of 8 : 00 am to 6 : 00 pm Monday through Friday for rotating shifts.

Job Duties and Responsibilities

Convert customer inquiries into leads for Edina Realty agents, sales offices or other company affiliates. Coordinate communication between departments. Direct leads to appropriate parties and follow up. Track leads and develop activity reports.
Perform research necessary to respond to general inquiries. Direct customers to appropriate department for more complex inquiries. Handle complaints or transfer complaints to appropriate parties. Resolve problems as they arise or report them to the appropriate department.
Provide support for Edina Realty listings, which may include any of the following : phone calls or email inquiries, computer data input, produce reports, place and receive orders, handle correspondence, and track documents. Assist agents with MLS.
Assist other departmental staff where needed. Perform other related duties as assigned.

Performance Expectations

Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.

Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.

Establish and maintain positive and productive work relationships with all staff, customers and business partners.

Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.

Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

Education :

Two year college degree or equivalent knowledge and experience.

Experience :

Two to four years customer service experience.

Knowledge of real estate, title or mortgage business strongly preferred.

Call center office experience preferred.

Knowledge and Skills :

Excellent customer service skills.

Strong computer skills : Microsoft Office, Outlook, as well as the ability to learn new computer database platforms.

Effective written and verbal communication and interpersonal skills.

Ability to work as a member in a team-oriented environment.

Ability to work well under time pressures and to sometimes deal with irate customers.

Detail oriented; ability to multi-task and change quickly from one task to another.

Employees working 30 or more hours per week receive many benefits, including :

Medical, dental and vision insurance

Company provided life insurance

Company provided short-term and long-term disability

401k plan with generous company match

Paid time off

Tuition reimbursement

Incentive plan

Discount programs

For nearly 70 years, Edina Realty Home Services continues to uphold the core values of honesty, integrity and commitment set by founder Emma Rovick in 1955. Employees enjoy a supportive, fun and flexible work environment that values innovation, creativity and new ideas. Management and leadership are accessible and encourage input from employees.

Wage : $18.00 - $20.00 hourly; actual wage is based upon education and experience. Potential for formulary incentive plan, based on financial results.

Equal Opportunity Employer

Salary : $18 - $20

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