Contact Center Specialist at Cove Communities in Phoenix, AZ

Contact Center Specialist

This is a part-time remote position. The Cove Communities Contact Center Specialist (CCS) will interact with Cove’s team members and customers, providing an elevated level of customer support for RV and rental reservations, Cove home sales leads and escalated customer service issues. The CCS must be cross-trained and proficient in all three departments. This position requires a blend of customer service engagement and sales skills, including the ability to review resort site availability, understand reservation requirements, and complete booking using RMS the company’s reservation system. The Contact Center Specialist will support and execute all incoming home sales calls, answer the buyers’ questions about our parks’ amenities, lot fees, age requirements, pet policies, and general community guidelines.

The CCS acts as a concierge and must understand high level information about each of Cove’s communities and resorts to engage with our customers and answer inquiries. Cove’s Contact Center Specialists will be crossed trained and will be able to support all three departments by answering incoming phone calls, email requests, and AI chat bot inquiries. The CCS will work closely with the Marketing Department to support campaigns and flash sales

Primary Duties & Responsibilities

• Interact with customers via telephone, email, and online chat, to provide information on Cove’s MH and RV communities and support customers who would like to stay at one of our communities with their purchase.
• Provide information to RV and home sale customers.
• Input incoming home sales leads to Sales Force and assign the lead to the appropriate sales associate.
• Troubleshoot frequent customer service complaints, and if possible, resolve the issue with the guest or escalate the complaint to the proper manager/department. Enter all complaints to the Service Cloud for tracking purposes.
• Acknowledge and answer all common questions and cross-sell resorts by referencing company FAQs, internal property reservation system (RMS), Manage America and Sales Force.
• Ensure that appropriate action is taken to answer customer questions and assist with reserving the best available RV site for the guests. Our team will engage with prospective home buyers, whether the inquiry is received via phone calls, online chat, emails, or through or online web forms.

Skills & Abilities

• Knowledge of, or ability to learn and maintain, information about each of Cove’s resorts and communities, including FAQs, rates, and general policies/procedures.
• Answer all incoming general reservation and rental inquiries in a timely manner while maintaining a professional, courteous, and enthusiastic attitude.
• Provide accurate information about resorts, availability, rates, policies, and amenities.
• Ability to cross-sell and upsell additional nights or services across communities/resorts according to customer needs.
• Accurately use computerized reservation system to enter new reservations and services or refer existing reservations inquiries as needed.
• Communicate any specific details of incoming guest requirements to appropriate teams.
• Process and reconcile payments on general reservations and ensure automated guest confirmations are promptly emailed or sent manually if requested.
• Keep manager(s) appraised of all problems or incidents.
• Support Cove Communities and its resort policies at all times.
• Excellent interpersonal communication and customer service skills including active listening.
• Analytical and critical thinking skills.
• Multitasking and organizational skills.
• Proficient computer skills with the ability to learn new software such as RMS, SalesForce and Service Cloud and Manage America.
• Ability to answer a large volume of calls and/or emails daily with proper time management.

Education & Experience

• Ability to effectively communicate with all levels of staff and guests.
• Working knowledge of Microsoft Office.
• Working knowledge of computerized reservations systems.

Living Our Core Values

Our Core Values are a way of life, not just empty promises. We’re searching for team members who:

• Love what they do to make our guests’ dreams come true and show it through delivering service excellence authentically.
• Continually raise the bar by investing in their personal development and looking for innovative ways to exceed our guests’ expectations.
• Make every moment count, so our Team Members look forward to coming to work every day, and our guests look forward to creating new memories on their return visits.
• Consistently do the right thing for our Team Members and guests by keeping promises, delivering on commitments and building trust along the way.
• Demonstrate kindness by following the ‘Golden Rule’, ensuring that Team Members and guests have a voice and feel valued.

About Cove Communities

Cove Communities is a well-capitalized real estate investment and operating company. We own manufactured housing communities and RV resorts in Canada, the US and the UK. Cove Communities has a track record of building and managing dynamic, fast-growing companies with upward mobility and remuneration for team members who propel results.

Cove Communities is an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. Cove is committed to providing employees with a work environment free of discrimination and harassment.