OVERVIEW
ONE Support Team is looking for a limited-term position between 3-6 months. This role is a customer service role responsible for providing day-to-day guidance to all Realty ONE Group customers, all while maintaining a positive attitude in accordance with our Gold Standards. They identify and resolve incoming inquiries by problem-solving, listening, and communicating and are deemed experts in all systems Realty ONE Group offers. ONE Support is responsible for ensuring all existing and new customers are provided with training on best practices as it relates to the systems and services the company provides. This position is temporary, spanning from a minimum of 3 months to a maximum of 6 months, with the possibility of extension based on business requirements. The start date is scheduled for July 2024. Remote work is an option, contingent upon successful completion of training and performance in the role. ESSENTIAL JOB RESPONSIBILITIES: Develop an in-depth knowledge of Realty ONE Group's proprietary back-office system, zONE, and utilize this knowledge to successfully support customers Handle and resolve customer inquiries via phone, email, ticketing, or messaging system Troubleshoot and document any issues before escalating to other departments Handle all user configuration updates Advise customers on the company's best practices Provide existing customers with support and training on Realty ONE Group's proprietary back-office system and related products Notify upper management of conflicts that may arise with customers Assist with monthly audits and data updates across all platforms Execute other projects or tasks as needed. Provide feedback on the efficiency of the customer service process REQUIRED SKILLS/ABILITIES: Strong organization skills with attention to detail Willingness to "roll up the sleeves" and do what it takes to get the job done Works well on a team and collaborates with others but also be able to work independently Finger dexterity to operate standard office equipment, including telephones, computer keyboards, copiers, etc. Ability to interact with employees, vendors, and candidates in a professional and courteous manner Ability to effectively manage tasks with minimal supervision Must be diligent and persistent in follow-up and completion Capable of multi-tasking and meeting tight deadlines Able to function in a fast-paced environment Strong working knowledge of Windows operating system-experience Requires proficiency in Microsoft Office and Google applications Ability to type at a net rate of 35 wpm using a computer keyboard EDUCATION AND EXPERIENCE: High School Diploma or equivalent Prior customer service experience minimum 2 years Exceptional attention to detail as well as ability to see the big picture. Strong working knowledge of Windows operating systems with the ability to learn new platforms quickly. General computer literacy skills are important and should have expertise in researching information, accessing the Internet, and email Excellent phone etiquette Ability to effectively manage multiple incoming calls, tickets, and chats Strong team workmanship Understands, displays, and embraces the company's "coolture" Ability to problem solve independently and with others DESIRED Bachelor's degree or equivalent work experience Familiarity with real estate Physical Requirements:
ONE Support team members must be able to bend, stoop, stand, and sit for various lengths of time. They must be able to lift and carry items up to 20 lbs.
This is primarily a sedentary office classification. Additionally, this opportunity allows for a hybrid arrangement of working from home and in the office. To work from home, candidates will be required to have a suitable setup, including a proper workstation, to maintain a professional environment for tasks like making and taking calls and participating in Zoom meetings.
Cognitive Demands:
ONE Support team members must be able to multi-task various projects at once while maintaining a friendly and professional demeanor.
