Customer Service Representative (Contact Center)

About the position

The Customer Service Representative at Multifamily Mindset, LLC plays a vital role in ensuring participants have a seamless experience during their engagement with real estate seminars. This position involves addressing customer inquiries, resolving issues, and providing support through various communication channels, contributing to customer satisfaction and engagement in the multifamily investment journey.

Responsibilities

• Respond promptly and professionally to customer inquiries, concerns, and feedback through Engager, Fresh Desk, Zoom, text, and email.
• Provide accurate and detailed information about real estate seminars, schedules, and registration processes.
• Assist customers in navigating online platforms and resolving technical issues.
• Become an expert on education packages, products, and events.
• Utilize Zoom for virtual meetings to address customer queries and provide personalized assistance.
• Communicate effectively via text and email to share important updates, event details, and follow-up information.
• Proactively engage with customers to ensure their needs are met and offer assistance in their multifamily journey.
• Maintain detailed and organized records of customer interactions, feedback, and resolutions.
• Collaborate with the internal team to update and improve knowledge base articles for common customer queries.
• Identify and resolve customer issues promptly and efficiently, ensuring a positive customer experience.
• Provide feedback to the management team regarding common customer issues and suggest improvements to enhance overall customer satisfaction.

Requirements

• Previous experience in customer service, preferably in a real estate or events-related industry.
• Proficient in using Engager and Fresh Desk for customer support.
• Familiarity with virtual communication tools such as Zoom.
• Excellent written and verbal communication skills.
• Strong problem-solving and organizational abilities.
• Ability to work independently and collaboratively in an in-office environment.

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• On-the-job training
• Paid time off
• Vision insurance