Customer Service Representative

OVERVIEW
ONE Support is responsible for providing day-to-day guidance to all Realty ONE Group customers all while maintaining a positive attitude in accordance with our Gold Standards. They identify and resolve incoming inquiries by problem-solving, listening, communicating, and are deemed experts in all systems Realty ONE Group offers. ONE Support is responsible for ensuring all existing and new customers are provided with training on best practices as it relates to the systems and services the company provides. SUPERVISOR RESPONSIBILITIES
NONE ESSENTIAL JOB RESPONSIBILITIES:
Develop an in-depth knowledge of Realty ONE Group’s proprietary back-office system, zONE, and utilize this knowledge to successfully support customers
Handle and resolve customer inquiries via phone, email, ticketing, or messaging system
Manage Franchise Onboarding Process (send/collect compliance documents, hosting welcome and system training calls, offering full support through their Opening Day)
Troubleshoot and document any issues prior to escalating to other departments
Handle all user configuration updates
Processes ROG credit card disputes via Authorize.net
Advise customers on company’s best practices
Provide existing customers with support and training on Realty ONE Group’s proprietary back-office system and related products
Notify upper management of conflicts that may arise with customers
Assist with monthly audits and projects across all platforms
Execute other projects or tasks as needed.
Provide feedback on the efficiency of the customer service process REQUIRED SKILLS/ABILITIES:
Strong organization skills with an attention to detail
Ability to think outside the box and be able to troubleshoot to find solutions
Willingness to go above and beyond to provide top notch support to all customers (internal and external)
Works well on a team and collaborates with others but also be able to work independently
Finger dexterity to operate standard office equipment including telephones, calculators, copiers, etc
Ability to communicate to interact with employees, customers, vendors, etc.  in a professional and courteous manner
Ability to effectively manage tasks with minimal supervision
Must be diligent and persistent in follow-up and completion of tasks
Capable of multi-tasking and meeting tight deadlines
Able to function in a fast-paced environment
Strong working knowledge of Windows/Mac operating system-experience
Requires proficiency in Microsoft Office and Google applications
Ability to type at a net rate of 35 wpm using a computer keyboard Education and Experience:
High School Diploma or equivalent
Prior customer service experience minimum 5 years
Exceptional attention to detail as well as ability to see the big picture.
Strong working knowledge of Windows operating systems with the ability to learn new platforms quickly.
General computer literacy skills are important and should have expertise in researching information, accessing the Internet and email
Excellent phone etiquette
Ability to effectively manage multiple incoming calls, tickets and chats
Strong team workmanship
Understands, displays, and embraces the company’s “coolture”
Ability to problem solve independently and with others Desired
Bachelor’s degree or equivalent work experience
Familiarity with real estate Physical Requirements:
ONE Support team members must be able to bend, stoop, stand, and sit for various lengths of time. They must be able to lift and carry items up to 20 lbs.
This is primarily a sedentary office classification. Additionally, this opportunity allows for a hybrid arrangement of working from home and in the office. To work from home, candidates will be required to have a suitable setup including a proper workstation, to maintain a professional environment for tasks like making and taking calls and participating in Zoom meetings. Cognitive Demands:
ONE Support team members must be able to multi-task various projects at once while maintaining a friendly and professional demeanor.