Customer Service and Lead Manager

hace 3 meses

Bogotá Cundinamarca, Colombia Rafael Ching Real Estate Team A tiempo completo

**About Us**:The Rafael Ching Team with Keller Williams Realty is a top producing Real Estate company committed to delivering exceptional service and support to our clients. We are looking for a dedicated Client Care Specialist to join our team and help manage high call volumes while ensuring accurate tracking and reporting of all incoming calls and leads.

**Job Overview**: The Client Care Specialist will be responsible for efficiently handling a high volume of inbound calls, providing outstanding customer service, and meticulously tracking all interactions and leads. This role requires excellent communication skills, attention to detail, and proficiency in data entry.

**Key Responsibilities**:

- Answer high volumes of incoming calls in a professional and timely manner.
- Provide accurate information and support to callers, addressing inquiries and resolving issues as needed.
- Track and log all calls and leads in the designated database, ensuring all information is captured accurately.
- Generate detailed data entry reports for management, highlighting call metrics and lead conversion rates.
- Collaborate with team members to improve processes and enhance customer satisfaction.
- Maintain confidentiality of customer information and adhere to company policies and procedures.
- Stay updated on company products, services, and promotions to provide informed responses to customers.

**Qualifications**:

- High school diploma or equivalent; associate degree preferred.
- Proven experience in a call center or customer service role, preferably handling high call volumes.
- Strong computer skills, including proficiency in data entry and CRM software.
- Excellent English verbal and written communication skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Detail-oriented with strong analytical skills to generate reports and track data accurately.
- Positive attitude and a commitment to delivering exceptional customer service.

As Our Customer Service Care specialist, you will:

- Answer all incoming calls (90% answer rate) using RingCentral
- Return missed calls within 3 minutes or at start of shift if received after business hours
- Pre-screen leads
- Enter new leads into CRM
- Distribute new leads to agents
- Manage multiple reports
- Track leads follow up and ensure proper handling of clients
- Complete and send End Of The Day Report
- Complete CRM Tasks
- Complete other team projects as needed

Remote work

Bilingual ( English & Spanish)

Weekdays 10am-7pm Eastern Time (ET) with 1 hour break

$500 USD every 2 weeks (paid every 1st and 15th)

U.S. holidays off. Sick days accrued with time worked. Paid Vacation days after 1 year with the team.

**Job Type**: Contract

Expected hours: 40 per week

Application Question(s):

- Do you have a dedicated, distraction free work space with reliable internet service?

**Language**:

- English (required)

Expected Start Date: 15/10/2024

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