Residential Real Estate Council

The organization, a proud affiliate of the 1.6 million member National Association of Realtors, was established in 1976 and confers the prestigious Certified Residential Specialist (CRS) designation. Considered the global gold standard for residential real estate in the industry, it represents the top 3% of Realtors in the industry. Through training, cutting-edge education, events, and business networking, the organization has a global footprint and a world-class headquarters in downtown Chicago.

Department

Member and Volunteer Services

About the Department

The Member and Volunteer Services department is responsible for delivering retention activities as well as member programs and services including the Find a CRS directory and CRS Designation program. The department also manages the State Networks and Regional Vice President programs by providing training and support to volunteers.

Job Summary

The Residential Real Estate Council is looking for unparalleled commitment to customer service. Customer Care Coordinator is a key resource to members and customers on RRC products and services. The Coordinator will ensure that all inquiries are answered in a courteous, accurate, and efficient manner. Responsibilities also include providing technical and troubleshooting support for members and potential members across multiple RRC platforms. The goal for this type of support is to handle 90% or more of the customer queries before finding it necessary to escalate the issue. The Coordinator must possess strong communication, interpersonal, and analytical skills, and must be able to thrive and remain nimble in an ever-changing environment. This position will report to Customer Care Manager.

Responsibilities

• Conveys friendly, energetic, professional attitude in all communications whether written or verbal.
• Advises members of remaining requirements and options available leading toward the CRS Designation.
• Processes new member, reinstatement, and designation applications with accuracy and within established timelines.
• Actively participates in member recruitment, retention and other Marketing programs which may include proactive outreach via telephone calls, letters/email campaigns and social media engagement.
• Coordinates and follow ups on illegal usage of CRS designation.
• Maintains knowledge of all RRC programs and services.
• Assures the accuracy of information being delivered to members/customers and maintains member record accuracy within our database.
• Tracks and records all member interactions in detail.
• Takes ownership for all inquiries including troubleshooting and attending to member questions, complaints, and concerns immediately, and facilitates satisfactory resolutions.
• Participates in supporting departmental and organizational operations.
• Recommends products or services to members.
• Works overtime as needed to meet business needs.
• Performs other duties as required or assigned.

Minimum Qualifications

Education: High School Diploma.

Work Experience: 2 years of experience and knowledge of customer service best practices.

Certifications: N/A

Other Competencies

• High energy and positive personality.
• Experience with associations preferred, but not required.
• Excellent communication skills, verbal and written with a strong attention to detail.
• Extremely organized with strong time management skills, the ability to consistently achieve desired results, manage multiple tasks, set priorities and set high personal standards.
• A self-directed individual who also works well in a team environment.
• Must be technically adaptable and able to absorb complex information quickly.

Working conditions

Hybrid work model (Tuesdays and Thursdays in office; optional remote work on Mondays, Wednesdays and Fridays)

Application Documents

Resume and Cover Letter

FLSA Status

Non-Exempt

Pay Frequency

Twice a month

Scheduled Weekly Work Hours

Varied depending on business needs

Benefits Eligible

Yes

Requires Compliance with COVID-19 Vaccination Requirement

No but subject to change with notice

Background Check

Required