• Engages guests promptly, personally and with the goal of opening the conversation and ensuring they feel welcome
• Provides the highest level of customer service to all current and future buyers
• Communicates with customers to establish clear goals and expectations for each experience
• May provide tours of the community and amenities to guests
• Addresses customer complaints and works to find a resolution, involving management as needed
• Contributes to creating and maintaining good customer relationships and ensuring smooth sales team operations
• Ensures the best customer experience is consistently provided and works on continual improvement
• Monitors and directs visitors entering the office by utilizing defined office procedures
• Registers new visitors and tracks returning visitors in the CRM follow up system
• Assists in managing and maintaining the Sales Associates rotation roster
• Engages walk-in guests promptly, personally and with the goal of opening the conversation and ensuring they feel welcome
• Assists with promoting and sharing an overview of the community as well as all of the amenities, key points of interest and the benefits of living in the community
• Educates and excites guests by answering their questions
• Interacts with guests to provide and process information in response to inquiries, concerns, and requests about the community
• Receives training in all aspects of the sales trail
• Maintains a welcoming reception area, engaging with clients and visitors promptly, personally and with the goal of opening the conversation and making them feel welcome
• May operate and maintain the coffee bar and cookie station, ensuring the area is clean and stocked at all times
• Monitors and directs visitors entering the office by utilizing set office procedures
• Registers new visitors and tracks returning visitors in applicable software
• May assist in scheduling appointments, providing marketing and promotional materials
• Remains energetic, driven, and focused on delivering a ‘world’ class customer experience on every interaction
• Ensures punctual attendance at all required sales training and meetings
• Participates in market analysis and research of competitors
• Ensures that at all times, business conducted within the sales organization is of the highest ethical and professional standard
• May assist in gathering and/or preparing contract documents and processing initial deposits
• Meets with buyers as needed to receive subsequent earnest payments, secure signatures, and answer inquiries
• Informs management team on a continual basis of any changes, potential problems, or outstanding issues or concerns
• Enters and manages information in multiple software platforms including DocuSign, Newstar Sales, Design Studio Manager (DSM), Follow Up Boss (FUB), etc.
• Assembles marketing materials and publications as requested
• Assists with special events and promotions
• May pick up or deliver supplies, marketing materials, or other items as directed
• Prepares applicable reports, memos, and documents
• Maintains good relations/communications with all involved, including the customer
• Maintains proper phone etiquette at all times
• Actively helps guests and works to achieve results with a strong work ethic
• Actively listens, applies logic and reasoning to identify pros and cons of approaches, and identifies opportunities for process improvement
• Resolves issues with a customer-focused orientation and remains open to others’ ideas
• Remains well-spoken, personable, outgoing, and listens and gets clarification when needed
• Maintains professional image standards, including any uniform requirements
• Reports maintenance issues promptly
• Remains nimble and flexible in regards to daily duties and scheduling to include working a variable schedule that may include weekends, evenings, and holidays
• May perform administrative and office support activities including data entry, file creation and maintenance, word processing, faxing, and daily report tracking and distribution
• Works a flexible work schedule to include weekends and evenings and takes on additional duties as needed
• Performs all duties in adherence to Calesa standards
• Strives to maintain a safe working environment through the prevention of accidents, the preservation of equipment, and the achievement of safe working practices
• Maintains a positive and professional demeanor toward all residents, visitors and coworkers
• Performs other duties as assigned

Qualifications (Education, Experience, Technical Skills)

Education and Experience:

• High School Diploma or equivalent required,
• 3 years of experience in a similar position preferred
• Previous customer service experience required
• Previous experience in a home sales environment preferred

Skills and Knowledge:

• Must be able to read, write and understand English and have strong verbal and written communication, presentation and listening skills
• Extensive software skills, including Microsoft Office, and internet research abilities
• Knowledge of sales, customer service and service recovery best practices
• Must have time management skills and the ability to multi-task
• Must exhibit stress tolerance while maintaining a positive attitude
• Ability to interpret sales metrics
• Must be energetic, driven, and focused on delivering a ‘world’ class customer experience on every interaction with the ability to establish rapport and cultivate relationships easily
• Ability to handle a varying amount of walk-in traffic as well as a multi-line phone system while maintaining a positive attitude and exhibiting a high stress tolerance
• Must have a high level of attention to detail, be well organized, goal-oriented and have the ability to multi-task, prioritize and plan to accomplish tasks cross-functionally
• Ability to exhibit professionalism, including punctuality and attendance, at all times
• Ability to work effectively in a team setting and be able to efficiently to meet deadlines
• Ability to remain energetic, driven, and focused with a cheerful, professional demeanor and attitude of service
• Ability to solve problems, determine needs and achieve results without close supervision

Personal Attributes:

• Strong interpersonal skills
• Honesty and integrity
• Commitment to diversity, equity and inclusion
• Self-starter and reliability
• Inquisitive, detail-oriented
• Team player

Colen Built Development provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Colen Built Development will provide reasonable accommodations for qualified individuals with disabilities. Drug free work place.