Customer Care Representative 2

Job Summary: Responsible for delivering legendary service by assisting customers in their channel of choice (voice, email, chat).  CCR II’s are primarily responsible for driving concierge-level support via specialized customer campaigns.

Three years of experience and/or demonstrated job relevant knowledge/skills and values. Relies on documented workflows to perform the functions of the job.

Additional Role Specific Items (Bilingual): 

Job Summary: Delivering legendary service by assisting customers in their channel of choice (voice, email, chat), fulfilling concierge-level support via specialized customer campaigns. The Customer Care Representative II is primarily dedicated to Texas First Rentals company and will help customers by quoting rental rates, extending credit applications, and booking rentals. 

Two years of experience and/or demonstrated job relevant knowledge/skills and values. Relies on documented workflows to perform the functions of the job.

The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions: 

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission

• Provides concierge-level support for specialized campaigns delivering timely, accurate, and legendary customer service via e-mail, live chat and/or phone channel;  Must have the ability to comprehensively research and review complex customer requests and provide the best options or assign the customer to the correct subject matter expert

• Creates accounts for new leads in CRM tool and assigns them to the appropriate sales team 

• Manages lead information by obtaining additional information to ensure lead profiles are complete, locate duplicate leads and creating prospect accounts for leads

• Coordinates credit application process by submitting applications to the Company’s credit department, communicating the application status to the customer and partnering with sales teams to ensure legendary customer service is provided during the application process

• Handles overflow internal and external customers through inbound and outbound phone calls, live chats and email

• Performs lead qualification via phone call and email (outbound)

• Requires regular and punctual employee attendance

• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards

• Performs other duties as assigned       

Knowledge, Skills, and Abilities: 

• Knowledge of the construction industry 

• Exceptional attention to detail

• Excellent oral and written communication skills

• Exceptional organizational, time management, and multi-tasking skills 

• Excellent communication and interpersonal skills to establish working relationships with multiple departments and various levels of the organization

• Intermediate proficiency with Office 365, Salesforce, Live Chat, inContact (or similar contact center application) 

• Ability to learn and use industry applications and software

• Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy and timeliness 

• Must be adaptable and flexible, demonstrating abilities to work with process and information changes

• Ability to maintain a high level of ethics, teamwork and professionalism while demonstrating a caring attitude toward employees and customers

Education and Experience: 

• High school diploma or equivalent required

• Three years of work-related skill, knowledge, or experience is required, four or more years preferred 

• Bilingual (Spanish) preferred 

Additional Role Specific items (Bilingual)

Education and Experience: 

• High school diploma or equivalent required
• Bilingual (Spanish) required
• Two years of work-related skill, knowledge, or experience is preferred
• Immersive six-week training completion at a Texas First Rentals location gaining foundational rental skills is required 

Supervisory Responsibilities: 

• None 

Travel:  

• None

Physical Requirements:

• This role frequently communicates with others, must be able to exchange accurate information in these situations

• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Work Environment:

• This job is generally performed in a professional office environment

• Frequently works at fast pace with unscheduled interruptions

Disclaimer:

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.