Customer Service Representative
Guides homeowners through all phases of the Program and ensures outstanding customer service, satisfaction, and compliance with the requirements of the Residential Sound Insulation Program.
Complete administrative tasks, attends homeowner briefings, and assists homeowners with understanding of the program filling out paperwork and product selection in the showroom.
In search of bilingual (English-Spanish, and English-Polish).
Normally follows established procedures on routine work, requires detailed instructions on new assignments. Works under close supervision.
FLSA STATUS: Non-exempt
Performs the below duties and all other duties as assigned.
Attends evening Homeowner Briefings to assist signing in attendees, collecting applications, and distributing participant information folders.
Prepares participant master list containing names, addresses, and home/work telephone numbers.
Assigns a file ID to be used in the Design Team’s computer files.
Receives all agreements from the participants and forwards the Participation Agreement to CDA Commissioner for execution.
Enters participant information and other data into a database.
Initiates title searches to verify participants are the owners of the properties.
Assists participants in showroom describing the doors, storm doors and windows used in the program.
Schedules home inventory appointments with the homeowners for architectural technicians or program staff.
Schedules field measurement appointments and HVAC walk-throughs with the homeowner
Schedules the construction work with the homeowners, prepares individual construction schedules and forwards to each participant with information on preparing for and what to expect during construction.
Answers telephone calls from homeowners forwards participant questions and requests for information to Project Managers and documents the inquiries and responses in the participant file or database.
Forwards warranty packages to participants and directs warranty assistance calls to proper party.
Assist the Assistant Project Managers when necessary verifying documentation received from contractors.
Assist office clerk when necessary filling participant materials and reproducing documents and booklets.
Assists the RSIP construction services group in communication with the homeowners throughout the construction work.
QUALIFICATIONS AND REQUIREMENTS:
Bachelor’s degree preferred or minimum of 3+ years related administration experience.
Demonstrated commitment to exceptional customer service.
Experience working with public entities (CDA, CDOT, CTA, etc.) preferred.
Fluency in Spanish or Polish helpful.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint), Adobe, the internet, database software.
Flexibility and Adaptability
Recovers from disappointments and setbacks.
Works effectively with unstructured teams, situations, or environments.
Helps others adapt to changing environments and accept new situations.
Asks questions and seeks help when needed.
Knows organization's resources and tools for professional development.
Can describe how strengths and limitations impact professional performance.
Speaks well without preparation.
Adapts language, tone, structure, and level of detail to the needs of others.
Maintains a dialogue in difficult situations.
Identifies characteristics of good teamwork.
Names primary and ancillary members of own team.
Explains team mission and objectives.
Explains problem and escalation practices.
Identifies potential and actual problems or conflicts in own area.
Utilizes accepted procedures for problem analysis and resolution.
Produces written materials relevant to own work and department.
Uses organization's guidelines for writing reports, correspondence, documentation, etc.
Welcomes and uses feedback / editing assistance.
PHYSICAL AND MENTAL REQUIREMENTS:
Job duties in an office setting require the following:
Ordinary ambulatory skills sufficient to move throughout the office;
The ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force constantly to move objects;
Good hand-eye coordination; the ability to reach with hands and arms; and arm, hand, and finger dexterity, including the ability to grasp;
Close visual acuity to use a keyboard, operate office equipment, prepare and review data and figures, and view a computer monitor;
The ability to talk and hear;
The ability to work in an upper level of a high-rise office building (Cotter Chicago office and some client offices);
The ability to handle temperature changes consistent with inside environmental conditions; and
Mental abilities including remembering, reasoning, concentrating to remain on task, reading, problem solving, managing concurrent tasks, and the ability to understand and follow directions.