Phone Host

Within the spirit of “Making People’s Dreams Come True”, this position is responsible for energetically answering incoming calls to our hometown. This role’s positive attitude and knack for detail provide the ultimate customer experience for folks calling in locally and from all over the world. This “first impression” role assists customers in their quest to become a Villager by providing helpful information and connecting them with others on our staff in a timely manner. Not only does this role provide friendly greetings to create ease and assess needs but with personal acknowledgement and a warm welcome, they help every caller feel well attended to by phone. In addition, this role may help fellow POH Showing Receptionists set pre-owned home showing appointments. All these responsibilities are hosted in a team-focused, call-center environment. These duties are accomplished while delivering Raving Fans customer service to both internal and external customers.

Part Time, Onsite Position

Responsibilities:

• Provide a friendly and welcoming phone answering service for all who call; smiling and warmly greeting every call, never letting any call go unanswered.
• Operate the Cisco telephone system for answering and transferring calls to appropriate individuals daily.
• Promptly answer telephone calls and provides callers with helpful information and/or connects them to their destination.
• Inquire as to the nature of the incoming call, when not asking for a particular individual, and exercise judgement to determine the most appropriate person to handle the call.
• Ensure that information provided to callers is precise and within the boundaries and standards set by the company.
• Announce caller to call recipient always, with accuracy and friendliness.
• Receive messages from callers and email them to appropriate recipients in a polite and professional manner when recipient is unavailable.
• Report any problems or operating issues with telephone equipment after minor troubleshooting.
• Report any incorrect information and/or discrepancies noticed in the given telephone resource to ensure up to date accuracy.
• Perform filing and record keeping activities and ensure that work areas are kept clean and maintained.
• Perform various clerical duties, including logging, routing incoming mail, light typing and preparation of outgoing mail and other related clerical tasks.
• Monitor email inboxes, taking the next steps to ensure quick and efficient response times.
• Process and respond to incoming internal electronic lead-related requests to include such activities as tagging or creating new customer accounts, etc.
• Assist fellow POH Showings Receptionists with outgoing calls to residents for pre-owned home showing appointments when call volume is high or as requested.
• Utilize applicable computer software programs to maintain customer information.
• Attend special meetings, educational sessions and assist leadership in ongoing training of new team members.
• All other duties as assigned.

Education & Experience Requirements:

• No educational pre-requisite.
• Basic computer skills preferred.
• Exceptional social and verbal communication skills, enthusiasm for The Villages, and the ability to serve in a customer support role.
• Must be proficient in Microsoft family programs (Excel, Outlook, etc.).
• Previous CRM software experience is preferred.
• Multi-tasking and time management skills required.
• Must have the availability to work a flexible schedule including weekends.