SUMMARY:

The Call Center Specialist (the CCS) primarily handles all incoming calls and occasionally will be required to make outbound calls. The CCS is the “first voice” of the company” and is responsible to exemplify the service levels expected with enthusiasm and positivity with the words used and tone during the conversation. The CCS will assess the needs of the caller and either answer questions to resolve the call or determine the correct personnel to warm transfer the call to. The CCS will also be responsible for light administrative duties as required.

ADMINISTRATIVE REQUIREMENTS:

Professional Aptitude

1. Demonstrates a constant disposition of positivity, humility, compassion, and strong moral character.

2. Always and without exception present to internal and external clients with enthusiasm the company’s values, position, policies, and procedures as your own. In other words, own all that you do and never pass responsibility to those below, besides, and above you.
3. Capacity to always understand and act within the interest of the company.
4. Creates loyalty to the company.
5. Ability to complete job duties through adversity and implement decisions that are not reactive.
6. Ability to demonstrate patience and a calm demeanor when handling stressful situations and individuals.
7. Ability to treat others with respect.
8. Act with urgency in completing time-sensitive tasks.
9. Be thoughtful and thorough with the task at hand.
10. Understand not only the task you are fulfilling but WHY you are fulfilling it and the impact it has on your team members.

Communication

1. Possesses a strong understanding of the core business, values, ethics, and morals of Condominium Associates and Precedent Hospitality and can articulate to existing and potential clients.
2. Utilizes active listening to be able to reflect what the caller is expressing to ensure the caller’s needs are understood before providing a solution or executing a warm transfer.
3. Maintains a constant demeanor of a servant mentality.
4. Ability to empathize with a caller.
September 2020
5. Understands that proactive communication, “before they ask”, is essential in decreasing the severity of any potential issue.

GENERAL RESPONSIBILITIES AND DUTIES

Inbound/Outbound Calls to include, but not limited to:

1. Answer incoming calls from callers within the expected timeframe
2. Required to answer 65+ calls per day.
3. Resolve inquiries when appropriate.
4. Assess incoming calls to ensure a warm transfer can be made to the appropriate individuals if the call cannot be resolved by the CCS.
5. Administer and prioritize assigned tasks and ensure achievement of all deadlines within the required timeframe
6. Execute the following administrative duties when needed or directed
a. Electronic Consents/Verified/entered in CINC
b. Faxes / Voice messages
c. Individual Admin Emails
d. Mail
e. Mail Open/stamp/distribute
f. Assist walk-in clients

Skills and Ability Requirements:

1. Excellent written and verbal communication skills.
2. Ability to write professional internal and external emails
3. Ability to multitask and manage priorities in an efficient and accurate manner.
4. Strong task and time management.
5. Problem recognition and problem-solving abilities.
6. Strong initiative and self-management abilities.
7. Ability to think critically and make independent decisions based on sound judgment.

REPORTING RELATIONSHIPS:

The Call Center Specialist reports directly to the Call Center Director.

Schedule

1. This position will work in an office from 8:30 am to 5:00 pm Monday thru Friday unless otherwise approved by the employee’s Supervisor.
2. There are two 10-minute breaks and one 30-minute lunch break per 8-hour shift.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Clearwater, FL 33762: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

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