Customer Care Representative

At Holt of California, the Customer Care Specialist serves as the first point of contact for customers, providing a welcoming and professional experience whether in person or over the phone. This position is responsible for managing a multi-line phone system, efficiently directing inquiries to the appropriate individuals or departments, and ensuring customers are connected with the right resources to address their needs the first time. Additional responsibilities include sorting and distributing mail, preparing and posting meeting schedules, performing data entry, ordering office supplies, and providing general administrative support.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Accountability: Demonstrates responsibility for assigned duties, decisions, and actions.

· Accuracy: Completes tasks accurately and thoroughly, ensuring a high level of quality.

· Analytical Thinking: Uses sound judgment and reasoning to assess situations and determine appropriate actions.

· Assertiveness: Communicates confidently and professionally to address customer needs and complete assigned responsibilities.

· Customer Focus: Demonstrates a commitment to providing exceptional customer service while adhering to company policies and procedures.

· Attention to Detail: Maintains accuracy and thoroughness when completing tasks and managing information.

· Organization: Effectively organizes tasks, information, and resources to maintain an efficient workflow.

· Problem Solving: Proactively identifies issues and determines appropriate solutions to address customer and operational needs.

· Communication Skills: Communicates clearly, professionally, and courteously with customers, coworkers, and visitors, both verbally and in writing.

· Adaptability: Effectively adjusts to changing priorities and responsibilities while maintaining a positive, customer-focused approach.

· Multitasking: Ability to effectively manage multiple tasks and responsibilities while navigating frequent interruptions, maintaining accuracy, efficiency, and a high level of customer service.

· Computer Proficiency: Demonstrates strong computer skills, including the ability to navigate software applications and websites, conduct effective online searches, troubleshoot basic technical issues, and quickly learn new systems and technologies.

· Answer and distribute incoming calls on a multi-line phone system, including:

o Answer incoming calls promptly and professionally using the company greeting.

o Identifying caller needs and accurately directing calls to the appropriate individual or department through warm transfers.

· Greet walk-in customers and visitors in a friendly, professional manner and direct them to the appropriate individual or department.

· Prepare and post daily conference room schedules.

· Receive, sort, and distribute incoming company mail and deliveries.

· Manage interoffice mail to ensure timely and accurate distribution.

· Monitor office supply inventory and place orders as needed.

· Maintain the cleanliness, organization, and professional appearance of conference rooms, visitor offices and desks, as well as visitor reception areas.

· Maintain clean, organized, and well-stocked novelty merchandise displays.

· Other duties as assigned.

Requires a high school diploma or general education degree (GED) and one to two years of related experience and/or training.

· Ability to read, understand, and interpret general business information, documents, and instructions.

· Ability to prepare clear and professional written correspondence, memos, and other business materials.

· Self-motivated with the ability to work independently with minimal direction or supervision.

· Ability to perform essential job functions safely while maintaining consistent alertness and attention to surroundings.

· Strong time management skills with the ability to prioritize responsibilities, manage multiple tasks, and maintain attention to detail despite frequent interruptions.

· Proficiency in Microsoft Word, Excel, and Outlook with the ability to learn and navigate additional computer systems and applications.

· Ability to understand and follow written, verbal, and visual instructions.

· Ability to exercise sound judgment and apply practical reasoning to routine situations and problems, including those involving changing circumstances.

Must have a valid California driver’s license.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

· Use hands and fingers to handle and feel objects, tools, and controls and to reach with hands and arms.

· The employee is also regularly required to talk and hear.

· The employee is occasionally required to stand, walk, and sit.

· The employee must regularly lift and/or move up to 25 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.