Hiring: Job Details – Customer Care Coordinator
The Backbone of Lange Home Inspection & Lange Pest Control (LHI & LPC)
● Our Mission/Vision/Values/Culture
Primary Objectives
● Be Nice!
● Be a team player!
● Provide detailed information through written and verbal communication to clients, inspectors, and 3rd party vendors regarding scheduling,
cancellations, and schedule changes.
● Build trust with clients and real estate agents using a calm demeanor, consistency, honesty, thoroughness and communication
● Produce consistent services, both written and verbal
● Communicate value to clients regarding additional services that are provided.
● Communicate as a team player within the organization regarding opportunities of improving service, value and product offerings.
Regular Work Activities & Requirements
● Incoming calls and scheduling inspections (top priority)
● Follow up and schedule inspection from Phone, Email, Text and Online Quoting leads.
● Upsell Add-On Services/packages
● Locate/add Listing/Buyer Agent/Accurate Notes/Etc. to work orders as needed
● Monitor and respond to emails & texts
● Follow up on unscheduled inspections/quotes in ISN daily
● Clean up incomplete orders in ISN on a weekly basis
● Coordinate property access through ShowingTime, LA, BA, Client, Home Owner
● Send inspection credentials/certifications/insurance upon request
● Assist home inspectors with minor issues: schedule changes, updates to add-on services, access issues.
● Various inside marketing activities/support of outside marketing staff efforts as needed.
● Collaborate effectively with team members using slack/zoom/text/email/etc.
● Inspection “Check In” – confirm all payments/agreements completed, confirm reports uploaded/sent, etc.
● Follow up on missing payments and signed agreements (Daily)
● Update/merge agent profiles in ISN
● Respond to Google and Facebook reviews (Daily)
● Facebook & Instagram posts/Asking for likes (Daily)
● Send info. to HomeSwitch in ISN daily (where applicable)
● Handle initial clients complaints and start initial process for Client Concern Forms/Complaints
● Track inspection capacity (Daily)
● Maintain inspector schedules/calendars in ISN
● Meet monthly inspection goals
● Training as directed by LHI management
● Additional duties as directed by LHI management i.e. Trello tasks
● Scheduling pest control services for Lange Pest Control during the same work hours
Management Responsibilities
● Client Care Coordinators
Key Skills
● Be teachable/coachable
● Strong attention to detail
● Strong verbal communication skills
● Exceptional organizational skills
● Well-developed empathy for working with stressed clients
● Ability to actively listen and remain calm under pressure in confrontational situations
● Ability to interpret and analyze data
● Concern about doing things the “right way”
Experience / Training
● Experience in Customer Service/Real Estate - Preferred
● Inspection experience – Preferred
● Customer service/relations – Preferred
● Building experience – Beneficial
People Contacts & Interaction
● Supervisor – Weekly
● Inspectors/Vendors/Clients - Daily
Work Hours
8 am - 5pm Monday, Tuesday
8 am - 12 pm Wednesday
2-4 pm Saturday
1 hr Sunday communications as needed to confirm appointments/access/etc.)
Compensation Package
Bi-Weekly Base Pay
$18/hr x 43 hrs/pay period = $774/bi-weekly pay period
+
Monthly Performance Split Based on Hours Worked Breakdown
$20/completed inspection (Orders not including re-inspections, or auxiliary only inspections)
$10/completed inspection (Ancillary only inspections/Re-inspection (not included toward monthly goal)
$10/each Essentials Bundle
$15/each Essentials Plus Bundle
$20/each Premier Bundle
+
Lange Pest Control Monthly Performance Split Based on Hours Worked Breakdown
- $5/completed & paid for pest control job
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