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Customer Service Representative
Rockville Office

Overview

The Customer Service Representative (CSR) provides administrative support to associates working for CENTURY 21 New Millennium (C21NM) to improve their quality of life. The additional administrative support allows associates to spend more time in direct contact with their clients and more time to devote toward prospecting to increase their client base.

The CSR creates a positive, memorable, and EFFORTLESS experience for our associates—who are their customers.  Our goal is to be the brokerage of choice in our regional market, with core values that promote a culture built on integrity, respect, teamwork, and accountability.

Voted one of the Washington Post’s Top Workplaces in 2018-2022, CENTURY 21 New Millennium’s goal is to be the brokerage of choice in the D.C. Metro Region, with core values that promote a culture built on integrity, respect, teamwork, and accountability.

Concept

The CSR is a salaried position, with work to be accomplished Monday through Friday from 8:30 a.m. until 5:30 p.m. daily, although exceptions to these guidelines may occasionally occur. More complete general policy details may be found in the C21NM Employee Handbook.

The CSR handles the daily operations of the office. They ensure all established policies and procedures are followed by agents and staff alike.

A person who is highly motivated to help others achieve will be most successful in this role. The position requires strong skills in communication.  Expertise in relationship building is essential. CSR achieves success through understanding customer (agent) needs and objectives, developing strong rapport, and executing against an environment of multitasking.

The CSR reports directly to the Branch Operations Manager for daily business and to the Director of Branch Operations for training and procedural support.

 

Core Competencies

A high-performing CSR will demonstrate proficiency (when trained) in the following duties, procedures, and critical software:

  • Adherence to and enforcement of all established Company Policies and Procedures
  • IT Troubleshooting to include computers, printers, and phones
  • Branch Facilities Maintenance/Communication with vendors
  • Supply Acquisition
  • Accounts Payable Functions
  • IC and Employee record maintenance to include licensure status
  • Awards and Survey tracking and auditing
  • Branch Events and Meeting Planner
  • Social Media and Marketing Protocols and Regulations
  • Procurement of marketing materials to include all printed collateral (brochures, postcards, business cards, signs, etc.)

 

Duties include but are not limited to:

  • Answering phones
  • Greeting clients
  • Settlement room scheduling
  • Setting up settlement rooms for closings
  • Scheduling signpost installations/removals
  • In charge of incoming/outgoing Mail
  • Tracking Office Listings
  • Drop-offs/Pickups for clients
  • Tracking office materials bought by agents month to month (C21 Folders, Flags/Flag Posts, Book Bindings, etc.)
  • Creating marketing materials (Printable/ Digital)

 

Software

  • Microsoft Outlook, Word, Excel, Publisher, and PowerPoint
  • Google Drive
  • C21 Online Tools: Dash, Xpressdocs, Zap, Business Builder, and Golden Ruler
  • ACESocial, Minuteman, Sir Speedy, ActivePipe
  • Cloud CMA and HomeBeat
  • Bright MLS Bright
  • RealScout
  • Syndication sites: Zillow, Trulia, com, etc.
  • Broker Central and Skyslope (working knowledge)
  • DocuSign
  • ZipForm Plus

 

Behavioral Expectations

  • Flexibility is key!
  • Prioritize Together, we’re better.
  • Utilize superior, professional communication and customer service skills (written and verbal)
  • Execute action plans with direction from the Branch Operations Manager.
  • Set and meet deadlines on time.
  • Maintain a positive mindset and appropriate professional conduct while representing C21NM, either in the office or while meeting with agents.
  • Keep strictly confidential all personal information about agents, customers, staff and/or employees.
  • Adhere strictly to C21NM standards and policies when completing any tasks or work.
  • Perform all work in accordance with all government laws, regulations, ordinances, and court rulings in those jurisdictions in which C21NM operates.
  • Check and respond to email regularly.

 

Culture

We practice the “Platinum Rule”- we treat others as they would want to be treated.

  • Are trustworthy
  • Possess an inherent drive to “figure it out”
  • Seek responsibility and accountability
  • Want to learn
  • Are happiest professionally when they are doing good work at something they think is meaningful

 

About CENTURY 21 New Millennium

CENTURY 21 New Millennium is a full-service real estate brokerage with approximately 1,000 agents and staff across 22 offices in the greater Washington, D.C. area, including portions of Maryland, Virginia and the District of Columbia. The company, which specializes in residential and luxury properties, joined the CENTURY 21 System in 1994 and has established a sound and successful organization providing traditional residential and commercial services, on-site mortgage and title services, insurance, and access to a vast network of relocation and other real estate service providers worldwide. CENTURY 21 New Millennium has been the top-producing CENTURY 21 brokerage in the Mid-Atlantic each year since 1999 and has earned the title of No. 1 CENTURY 21 franchise in the World five times since 2010. New Millennium has been named among The Washington Post’s Top Workplaces from 2018-2022, including the No. 1 large company in the D.C. Metro area across all industries in 2022. For more information, visit C21NM.com.

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