Property Transition Specialist

JOB SUMMARY

The Property Transition Specialist is a customer-facing role that provides short-term housing solutions to policyholders in need.  This role provides exceptional customer service to these customers while obtaining the best solution available using itel’s nation-wide hotel or other housing solution partnerships. 

KEY RESPONSIBILITIES

• Handles support and service requests by phone, email, chat and text messaging in a timely and accurate manner
• Ensures that customer communications and service requirements are handled in a timely and professional manner
• Accepts ownership of assignment and becomes the customer’s point of contact throughout their engagement
• Works with interim housing providers to obtain favorable provisions and pricing in adherence with service level agreements and customer needs
• Possesses solid knowledge of various hotel brands or other short-term housing solutions and understands what amenities are needed to provide our customers with the best experience
• Collaborates with all departments to ensure the needs of customers are met, which may periodically require assisting in tasks outside of normal daily duties
• Helps customers use, understand, and get the most out of itel’s products and services
• Serves as the customers’ advocate and works with internal departments to resolve inquiries or potential issues
• Documents customer interactions in itel CRM
• Seeks guidance from management in an effort to learn and find resolution when presented with a unique/challenging situation
• Is open to coaching from management and fellow team members with regards to job function, processes and customer service skills
• Attends all team meetings and one-on one meetings to ensure productivity, process improvements, and concerns are promoted in a positive manner

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

• High school degree or equivalent
• At least two (2) years of Customer Service or relevant industry experience
• Ability to prioritize, plan and meet goals and expectations across multiple deliverables
• Excellent written and verbal communication skills
• Effective problem solving and decision-making skills
• Ability to learn new software applications such as Salesforce or Genesys Pure Cloud
• Is eager to learn and become knowledgeable about new services and features
• Proficient with Microsoft Office Suite or related software

PREFERRED

• Bachelor’s degree
• Experience in one or more itel products industries and/or insurance industry experience

KEY COMPETENCIES

• Results-Oriented:  ability to plan, schedule and organize professional schedule to achieve departmental goals within or ahead of established time frames
• Adaptability to Change:  ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
• Interpersonal Communication:  ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
• Team Orientation and Collaboration:  ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
• Accountability:  ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
• Cultural Competence:  ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating programs and services