Customer Care Representative 1

Job Description

Job Description

Description

Responsible for delivering legendary service by assisting customers in their channel of choice (voice, email, chat). CCRs are primarily responsible for driving concierge-level support via specialized customer campaigns.

Up to two years of experience and/or demonstrated job relevant knowledge/skills and values. Relies on documented workflows to perform the functions of the job.

The incumbent in this position is expected to model the following practices daily:

1. Demonstrate alignment with the company’s mission and core business values,
2. Collaborate with key internal/external resources,
3. Participate in ongoing self-development

Essential Functions

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Handles internal and external customers through inbound and outbound phone calls, live chats, and email
• Responsible for coordination with an after-hours external answering service, including the upkeep of tracking reports
• Responsible for processing an after-hours log and forwarding messages to the appropriate parties
• Requires regular and punctual employee attendance
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities

• General knowledge of construction industry
• Exceptional attention to detail
• Excellent oral and written communication skills
• Exceptional organizational, time management, and multi-tasking skills
• Excellent communication and interpersonal skills to establish working relationships with multiple departments and various levels of the organization
• Intermediate proficiency with Office 365, Live Chat, InContact (or similar contact center application)
• Ability to learn and use industry applications and software
• Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy and timeliness
• Must be adaptable and flexible, demonstrating abilities to work with process and information changes
• Ability to maintain a high level of ethics, teamwork and professionalism while demonstrating a caring attitude toward employees and customers

Requirements

Education and Experience:

• High school diploma or equivalent required
• Up to two years of work-related skill, knowledge, or experience is required, three or more years preferred
• Bilingual (Spanish) preferred

Supervisory Responsibilities:
None

Travel: 

Limited travel is to be expected

Physical Requirements:

·         To perform this job successfully, an individual must be able to perform each job duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform job duties and responsibilities

·         This position involves extended periods in a stationary position; additionally, occasional standing, walking, and stooping

·         Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina

·         Occasionally moves materials or equipment weighing up to 25 lb

·         This role frequently communicates with others, must be able to exchange accurate information in these situations

·         This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Work Environment:
This job is performed inside a professional office environment, in environmentally controlled conditions

Disclaimer:
Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.