Our Careers

Customer Support Associate

Job Location US-Remote
Posted Date 1 month ago(8/29/2022 3:22 PM)
Job ID
2022-5247

Job Description

Metrostudy, a Hanley Wood company, is currently seeking a Customer Support Associate to join our Membership Services team. Metrostudy is the leading provider of rich data and decision tools for residential real estate development and new-home construction. Metrostudy customers include homebuilders, building product manufacturers, land developers, appraisers, real estate investors, municipalities, financial institutions, and investment banking firms.  We also serve as a premier source for new home statistics and commentary for major media publications and organizations around the country. 

 

Customer Support Associate will provide chat, phone, email and web-based support on all Metrostudy/Zonda/Bird.i/Templeton applications to customers and employees.  He/she must be knowledgeable, articulate, and helpful when speaking with customers about program offerings such data, applications, reports, support, and training.

  

JOB RESPONSIBILITIES / DUTIES: 

  • Interact with customers via telephone, e-mail, or live chat to assist with a variety of inquiries and application/data issues.
  • Field, document and resolve Level One Customer Service Support calls and cases.
  • Follow established escalation procedures to expedite prompt resolution for cases not deemed as Level One to Level Two and Three agents.
  • Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
  • Follow established troubleshooting procedures, including use of appropriate resources and desktop tools.
  • Establish and maintain effective relationships with customers. Gain the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.
  • Act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests.
  • Multitask between multiple tools and systems (Salesforce case knowledge base and Metrostudy applications) and apply information and knowledge to customer situations.
  • Attend and participate in team meetings and with supervisor.
  • Other duties and responsibilities as assigned.

JOB QUALIFICATIONS:

  • 1+ years’ client facing experience, preferably in a B2B technical customer service role
  • Bachelor’s degree in business administration or equivalent experience
  • Strong oral and written communication skills (in person and via phone/email) required
  • Confident, enthusiastic, and service oriented personality
  • Strong listening and problem solving skills
  • Strong organizational skills and ability to work with multiple clients simultaneously
  • Strong analytical capabilities required. Previous demonstrated experience working with data is preferred
  • Previous Salesforce.com experience a plus
  • Proficiency in Microsoft Office Suite with advanced MS Excel skills and a strong technical aptitude to learn numerous internal applications.
  • Ability to work independently and on a team
  • Must be able to wear telephone headset and manipulate objects such as pen, keyboard and mouse.
  • Hours will be Pacific Coast based from 8:00 AM – 5:00 PM Monday through Friday.

Salary range for this position is $15.00-$17.00 per hour depending on experience.

 

WHAT WE OFFER:
We offer a competitive salary, advancement opportunities, and great work environment.  We also offer an excellent benefits package that includes medical, dental, vision, life insurance, paid sick leave, and 401k.

 

About Us

 

WHO WE ARE:
Metrostudy is the leading provider of primary and secondary market information to the housing and related industries nationwide. Metrostudy provides research, data, analytics and consulting services to help builders, developers, lenders, suppliers, retailers, utilities and others make investment and business decisions every day.

 

You owe it to yourself to work for a dynamic company. Employee satisfaction is important to us, so we provide competitive compensation with a dynamic workplace setting. If you meet the required skills and qualifications and want to learn more, apply on line at http://www.hanleywood.com/careers and follow us on Twitter @hanleywoodHR.

 

Hanley Wood is proud to be an Equal Opportunity Employer. m/f/d/v

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