Customer Service Representative - RSIP

REPORTS TO: Manager of Customer Service

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: Completes administrative tasks, attends homeowner briefings, assists homeowners with understanding of the program, filling out paperwork, and product selection in the showroom.

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

FLSA STATUS: Non-exempt

JOB DUTIES: Performs the below duties and all other duties as assigned.

• Attends evening Homeowner Briefings to assist attendees with signing in, collecting applications, and distributing participant information folders.

• Prepares participant master lists containing names, addresses, and home/work telephone numbers.

• Assigns a file ID to participant information to be used in the Design Team’s computer files.

• Receives all agreements from the participants and forwards the Participation Agreement to the CDA Commissioner for execution.

• Enters participant information and other data into a database.

• Initiates title searches to verify who the owner of the property is.

• Conducts showroom tours for participants describing the doors, windows, and other products.

• Schedules home inventory appointments with the homeowners for architectural technicians or program staff.

• Schedules for field measurement appointments and HVAC walk-through appointments with homeowners.

• Schedules the construction work with the homeowners, prepares individual construction schedules and forwards to each participant along 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.

• Assists with mass mailings that include, but are not limited to, program updates and attempt to contact letters.

• Forwards warranty packages to participants and directs warranty assistance calls to the proper party.

• Assists the construction group staff when necessary, verifying documentation received from contractors.

• Assists the office clerk when necessary, filing participant materials and reproducing documents and booklets.

• Assists the office clerk when necessary to hand deliver attempt to contact cards to unreachable homeowners.

• Assists the construction group with homeowner communications throughout the construction period.

Requirements

Qualification and Requirements:

*This position sits at a client office near O'Hare Airport

• Bachelor’s degree preferred or minimum of 3+ years of related customer service experience.

• Demonstrated commitment to exceptional customer service.

• Experience working with public entities (CDA, CDOT, CTA, etc.) preferred.

• Fluency in Polish and English required.

• 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

• Explain 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.

Job duties that require visiting a construction work site require the following:

· Normal color vision;

· The ability to ascend and descend ladders, stairs, scaffolding, ramps, etc., using feet and legs and/or hands and arms;

· The ability to move across uneven surfaces and the ability to maintain body equilibrium to prevent falling on uneven or slippery surfaces;

· The ability to stoop, kneel, or crouch;

· The ability to stand for sustained periods of time;

· The ability to work in confined spaces and narrow passageways;

· The ability to work in high places; and

· The ability to handle outside environmental conditions including extreme heat, extreme cold, loud noise levels, fumes, odors, dusts, gases, and oils.

Learn more about our benefits: Cotter-Benefits-Brochure-1.pdf

Salary Description

$29.00-$36.00 Hourly