Customer Service Representative

2IM Group is looking for a bilingual (English/Polish) Customer Service Rep.

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OVERALL OBJECTIVE: 

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 at Chicago O'Hare International Airport.

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JOB COMPLEXITY/SCOPE:

Complete administrative tasks, attends homeowner briefings, and assists homeowners with understanding of the program filling out paperwork and product selection in the showroom.

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This is a full-time position with benefits:

• Medical, Dental, and Vision insurance for employee and family

• Employer paid short-term and long-term disability insurance

• Employer paid life insurance

• Health Savings Account

• 401k retirement plan

• Paid time off (3 weeks)

• Professional Development assistance, licensure, and professional membership reimbursement

SUPERVISION: 

Normally follows established procedures on routine work, requires detailed instructions on new assignments. Works under close supervision.

FLSA STATUS:  Non-exempt

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DUTIES: 

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:

• Bilingual: Polish/English

• 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.

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint), Adobe, the internet, database software.

REQUIRED COMPETENCIES:

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.

Learning Oriented

• 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.

Oral Communications

• Speaks well without preparation.

• Adapts language, tone, structure, and level of detail to the needs of others.

• Maintains a dialogue in difficult situations.

Teamwork

• Identifies characteristics of good teamwork.

• Names primary and ancillary members of own team.

• Explains team mission and objectives.

Problem Solving

• Explains problem and escalation practices.

• Identifies potential and actual problems or conflicts in own area.

• Utilizes accepted procedures for problem analysis and resolution.

Written Communication

• 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.