Customer Service Representative

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.

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.

In search of bilingual (English-Spanish, and English-Polish).


SUPERVISION: 

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


FLSA STATUS:  Non-exempt

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:

  • 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.



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.

 

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