POH Showings Receptionist

Within the spirit of “Making People’s Dreams Come True”, this position is responsible for energetically answering and gathering information for incoming calls regarding pre-owned home showing appointments. This role’s positive attitude and knack for detail provide the ultimate customer experience for representatives and residents who have their homes listed for purchase. This position sets pre-owned home showing appointments by representative request.

In this capacity, outgoing phone calls are made to residents to set, confirm, or cancel appointments as needed. In addition, this role may help fellow Phone Hosts answer general incoming phone calls. All responsibilities are hosted in a team-focused, call-center environment. With pride for The Villages and all it has to offer, paired with a genuine desire to serve, and help others, this position contributes to maintaining lasting impressions and ensure an unforgettable experience with us here in Florida’s Friendliest Hometown!

These duties are accomplished while delivering Raving Fans customer service to both internal and external customers.

• Provide a friendly and welcoming phone answering service; smiling and warmly greeting each caller, never letting any call go unanswered.
• Operate the Cisco telephone system; schedule pre-owned home showings daily and answer and/or transferring calls to appropriate individuals or departments when warranted.
• Conduct outgoing calls to residents for pre-owned home showing appointment scheduling.
• Inquire as to the nature of incoming calls and exercises judgement to determine the most appropriate route or person to handle the call if not showing related.
• Ensure that information provided to callers is precise and within the boundaries and standards set by the company.
• Announce caller to call recipient always, with accuracy and friendliness when a call transfer is made.
• Receive messages from callers and emails them to appropriate recipients in a polite and professional manner when recipient is unavailable.
• Report any problems or operating issues with telephone equipment after minor troubleshooting.
• Report any incorrect information and/or discrepancies noticed in given telephone resources to ensure up to date accuracy.
• Perform filing and record keeping activities and ensure that work areas are kept clean and maintained.
• Perform various clerical duties, including logging, routing incoming mail, light typing and preparation of outgoing mail and other related clerical tasks.
• Monitor email inboxes: taking next steps to ensure quick and efficient response times.
• Process and respond to incoming internal electronic lead-related requests to include such activities as tagging or creating new customer accounts, etc.
• Assist fellow Phone Hosts when call volumes are high or as requested.
• Utilize applicable computer software programs to maintain customer information.
• Attend special meetings, educational sessions and assist leadership in ongoing training of new team members.
• All other duties as assigned.

• Basic computer knowledge preferred.
• This position requires exceptional social and verbal communication skills, enthusiasm for The Villages, and the ability to serve in a customer support role.
• Must be proficient in Microsoft family programs (Excel, Word, Outlook, etc.)
• Previous CRM software experience is preferred.
• Multi-tasking and time managements skills required.
• Must have the ability to work a flexible schedule including weekends.