Customer Service Specialist

**In-office Customer Experience Representative/Front Desk**

Rent It Furnished is a technology-forward provider of Luxury Rental Properties and Full Property Management Services across Canada. We currently represent over 5000 luxury rentals and to support our online services expansion we are looking for an experienced Customer Experience Representative to join our Vancouver office.

If you love to support a fast paced team of ‘A’ player, have an intrinsic desire to solve issues and support numerous departments within a growing company, please read on. You will need strong attention to detail, a natural ability to multi-task and the desire to elevate the client experience with every interaction. If this is you, we have the perfect opportunity for you

**What will you do?**

**This position consists of the following job tasks and responsibilities**:

- Answering phone calls, sending out messages, recording leads and client information via our CRM platform, HubSpot.
- Welcoming clients to our office and directing them to their meeting space, handling key registrations/sign-outs and keeping the front desk organized.
- Be the first point of contact to handle and resolve customer inquires and/or complaints and record/share customer feedback with relevant teams. You will focus on helping clients by responding empathetically to a variety of questions, assisting with solutions, and resolving client concerns at the first point of contact.
- Create and maintain the website FAQ and canned responses.
- Be resourceful with the ability to leverage tools and resources to find the right answers, while cultivating and maintaining relationships with internal and external clients to work as one team.
- Educate and assist clients with our services, processes, and website capabilities.

**What do you need to succeed?**
- A friendly, professional demeanor and positive, can-do attitude.
- Strong oral and written communication skills in English with the ability to interact and connect with many types of personalities.
- Strong interpersonal, organizational, and well as problem-solving and basic sales skills are required.
- Previous experience working in a Contact/Call Centre or in a fast-paced service industry.
- Proven ability in engaging clients, building rapport, and maintaining client relationships, preferably in the real state industry.
- Desire to build exceptional client experiences while exhibiting a passionate, helpful and curious attitude with the desire to meet client needs and solve problems efficiently.
- Ability to work independently and function as part of a team.
- Ability to perform tasks in an accurate, efficient and timely manner using our CRM (hubspot), ERP (NetSuite) and other tech platforms.
- Proven judgment and decision-making ability with demonstrated integrity and ethical standards;
- Ability to handle difficult customers with diplomacy, kindness and empathy;
**Do you align with our Company's Values?**
- **Good Energy & Positive Outlook**: You are known for the good energy you bring into a room and people enjoy working and being around you. You are not easily pushed off-kilter and even in difficult situations, you know how to bring a professional attitude, a sense of humor, and some lightness to challenging situations.
- **Savvy Problem Solver**: You are naturally inquisitive and always on the lookout for better solutions. You are entrepreneurial in your approach and solutions; and opportunities for improvement come to you naturally, quickly, and easily. You easily find the opportunity in a challenging situation, and you enjoy adding value by solving the root cause of the issue with the optimal outcome in mind.
- **Collaborative**: You believe that when experts work together and everyone plays to their strengths, a company can exceed all expectations and set new standards for an industry. This is our goal. You naturally seek input from others and enjoy contributing at a high level to a united team of experts where deliverables are expected to be outstanding.
- **Accountable**: Your team can always count on you. You naturally take responsibility and deliver on your commitments and targets. You are results-driven, enjoy being held accountable (and measured) and have a high standard for the quality of the work you deliver. When problems arise, you quickly confront issues with proposed solutions to be solved before we are up against a deadline.

We thank all applicants; however, only those chosen for an interview will be contacted.

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- call center or online customer service: 2 years (preferred)
- hubspot or similar CRM: 1 year (preferred)
- reception or front office manager: 1 year (preferred)

Work Location: In person