Client Success Specialist in Toronto, Ontario at Bridgemarq Real Estate Services Manager Limited

Work Status

Full time role – Remote

Reporting To

Team Lead – Client Success Team

Department

Success Team

Location

39 Wynford Drive, North York Toronto

Hours Worked

35 hours per week, Flexibility schedule from 8am-8pm (EST) as shifts during the evening, weekend or public holidays may be required

Career Stream & Level

L1

Salary Band Grade

$36,000, $45,000, $54,000

About RPS Real Property Solutions

We are committed to building on our history of operational expertise, developing long-lasting relationships with our clients and partners as well as delivering the best and most innovative residential real estate solutions in the marketplace. We are a team who share the values of In It Together; Thinking Differently; Caring Wholeheartedly; and Moving Forward.

Value & Overview of the Role

The objective of this role is to set up our Clients and Appraisers for success. As a Client Success Specialist - Bilingual, you strive to create a positive impact by resolving client inquiries through a one-touch-only touch service. You are driven by collective success and are naturally curious, professional and collaborative. You will work closely with our Clients and Appraisers via email and over the phone and take proactive measures to decrease order turnaround times. The key to the success of this role will be to enhance our client experience by removing obstacles and exceed our service level agreements with in-depth knowledge, excellent customer service and proactive order management

Accountabilities

• Going above and beyond for our clients by adopting the 1 Touch Only Touch approach in the quest to solve their challenges and make them feel valued
• Managing all client verbal and written communication throughout the lifecycle of the appraisal order including follow-ups, value appeals and escalations
• Sharing relevant client feedback to help us continuously improve our services and identify noteworthy trends
• Proactively managing the lifecycle of an order by ensuring that all orders have the supporting documentation and information required
• Utilizing all available tools to do the work
• Participating in special projects as required

Work Experience / Skills & Knowledge

• Minimum of 1 – 3 years customer service experience in a similar environment
• Customer Obsessed – You understand our client and appraisers, anticipate their needs and always strive to exceed the customers’ expectations
• Interpersonal Skills – You can develop and maintain positive relationships and facilitate constructive interactions
• Active listening skills - You listen to the underlying message(s) and are open to feedback
• Critical thinker – You determine client needs and the best course of action and think differently to creatively resolve challenges
• Team Player - comfortable collaborating across departments and teams
• Problem solver – ability to troubleshoot and creatively resolve challenges
• Technology - knowledge of Microsoft Office suite (primarily Word, Outlook, and Excel) and in- house custom software

Education

• High School or College or University