Sr Customer Service and Sales Rep

BASIC PURPOSE:

The Senior Customer Service and Sales Representative receives inbound calls from customers seeking information regarding our apartment communities, and engages the caller in conversation by utilizing our internal sales model. The Customer Service and Sales Representative conducts a customer needs assessment through active listening and questioning. Through their conversation with each prospect, the representative answers questions regarding pricing, availability, location, amenities and the benefits of the communities of interest. Representatives properly qualify customer with the communities that best meet their needs; through building rapport, connecting, uncovering needs, answering questions, and responding appropriately. This position spends approximately 25% Selling or Influencing Others, 20% Customer Relations, 15% Documenting/Recording Information, 10% Professional Presence, 10% Building Community and Industry Knowledge, 5% Partnering With On-Site Property Management, and 10% Assisting with Facilitation, Coaching, Mentoring, and Department Coverage.

ESSENTIAL FUNCTIONS:

Customer Service and Sales Representative (90%)

Selling or Influencing Others (25%)

• Delivers uncompromising customer service that builds and maintains customer excitement and loyalty, and promotes brand recognition and awareness.

• Provides information to the prospective residents about the communities that suit their needs and invites them to tour the communities, reserve an apartment home, or assist the caller with the online leasing application while on the phone.

• Responsible for securing leases at acceptable performance levels for sales, quality and productivity.

• Responsible for schedule adherence in an effort to meet or exceed answer rate goals.

Customer Relations (20%)

• Obtains necessary contact information from every prospective resident and enters all lease traffic data.

• Effectively explains lease provisions and the communities policies to new and current residents.  Demonstrates a thorough understanding of customer service expectations through the life cycle of the resident.

• Communicates effectively with cross functional teams to ensure resident needs are met, and conducts follow up as needed to ensure very satisfied customers.

• Represents the company in a professional manner at all times. Consistently maintains a professional, courteous attitude when dealing with residents, coworkers, vendors, and the public.

Documenting/Recording Information (15%)

• Completes follow up notes, informational emails, and/or call-backs with prospects in a timely manner following the receipt of the initial call.

• Completes guest card with contact information including name, phone number, email address, and specific interests.

Professional Presence (10%)

• Creates a positive, professional image that establishes respect and maintains credibility.

• Considers self as a representative of the Equity brand.

• Exudes professional confidence when interacting with customers.

• Uses all aspects of verbal and nonverbal communication to enhance image.

• Creates an atmosphere that is comfortable and engaging to others.

• Performs other duties as necessary.

Building Community and Industry Knowledge (10%)

• Utilizes internal tools and resources to relay information about the communities, particularly in areas such as pricing and specials information, pet and other property policies, amenities at the property, schools and other local conveniences, etc.

• Understands and complies with state landlord-tenant Fair Housing laws and standards.

Partnering With On-Site Property Management Staff (5%)

• Communicates with on-site property management staff via guest cards, email, messaging, and phone calls.

• Relays pertinent information about our customers to the on-site staff to provide customer-focused tours that speak to the prospects needs.

Senior Customer Service and Sales Representative (10%)

Department Coverage: (10%)

• Provides leadership and direction to Customer Service and Sales Representatives in the abscence or at the direction of the ECSC Leadership Team.

• Participates in Sidejacking, Team Coaching, and Calibration Sessions.

• Assists with New Hire Training, Coaching, and Mentoring team members on Call Center procedures.

The Company may revise this job description from time to time as business needs require. It is not intended to be an exhaustive listing of all the functions of the job, nor to limit the Company’s right to assign other functions to an employee in this position. This job description does not constitute a written or implied contract of employment.

JOB QUALIFICATION REQUIREMENTS:

The Senior Customer Service and Sales Representative must have open availability for all business hours (currently Sunday – Saturday, 6 a.m. – 7 p.m) The applicant should demonstrate excellent verbal communication skills and follow through.

Knowledge/Experience:

A high school diploma or equivalent is required; a college degree or some college coursework is preferred. A minimum of two years of customer service or sales experience is required. This role includes all the skills and competencies of the Customer Service and Sales Representative, along with leadership abilities, and is seen as a high-performing/high-potential employee. Comfort with high call volume, phone etiquette, and servicing customers via the telephone, email, and chat utilizing dual screens is essential. Required computer skills include: Proficiency in keyboarding, 40 WPM type speed, and navigating in a Windows environment. Proficiency with web based browsers and applications, collaboration sites, calendars, and messaging applications preferred. The ability to effectively problem solve independently (and collaboratively) with other team members.

Machines, Tools and Equipment, and Software:

Computer with Internet and e-mail capabilities, telephone, and photocopier required.

PHYSICAL AND VISUAL ACTIVITIES:

Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and quickly, including answering phones, attending meetings, written correspondence or other forms of communication. Ability to communicate effectively (expressing or exchanging ideas by means of the spoken or written word). This skill/ability is important in work activities in which workers must impart or receive detailed information through oral or written communication. Ability to lift, push, pull or carry up to 15 pounds for the dissemination of documents, supplies, materials, etc. to various locations throughout the office/facility.  Ability to sit for prolonged periods of time.

The above describes the physical and visual activities that are commonly associated with the performance of the essential functions of this job. “Commonly associated” is not intended to mean always or only. There may be different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate.

WORKING ENVIRONMENT:

Fast-paced, goal oriented and structured call center office environment.

I have read this job description, understand it, and am able to perform the essential functions and meet the job requirements of the position. In addition, I have had the opportunity to discuss the job description with my supervisor.