At
Van Metre, we believe that each employee contributes directly to our growth, success and culture, and are seeking a candidate who loves to challenge themselves and work with others to fulfill this role. Van Metre is hiring Client Specialists to join our Help Center team with New Homes!The Client Specialist at Van Metre Homes is a key team member responsible for managing communication from leads and customers through various channels, including text messages, form submissions, incoming calls, live chats, tickets, real estate listing sites, and social media.
This role will play a crucial part in ensuring a seamless customer experience, coordinating sales appointments, addressing warranty inquiries, enhancing our online reputation, and ensuring cross-departmental compliance with Brand Experience protocols and procedures.The Client Specialist will work on the Help Center team and collaborate closely with the Community Experience and Customer Care teams, utilizing Van Metre’s Customer Relationship Management (CRM) system and Van Metre Life portal to address inquiries and document communication.
This position will be evaluated based on KPIs, including customer effort score, phone call answer rates, and ticket response times.
Our work environment follows a hybrid home/office model with one day in office per week for training. Our operating hours are from 8AM to 5PM, seven days a week, including daily huddles. Weekends will be rotated across all Help Center team members.
Key Responsibilities:
- Manage communication from leads and customers through various channels, including text messages, form submissions, incoming calls, live chats, tickets, real estate listing sites, and social media.
- Create and update contacts and deals in our Customer Relationship Management (CRM) system, book sales appointments, and log all communication for optimal customer relationship management.
- Coordinate and respond to warranty inquiries through Van Metre Life.
- Monitor and respond to reviews and direct messages on social media platforms.
- Analyze and track KPIs, including customer effort score, answer rates, ticket response times, ticket completion times, and ticket totals over time.
- Collaborate with cross-departmental teams to ensure protocol and process compliance, improve the customer experience, and reduce ticket totals over time.
- Stay updated on industry trends and best practices to enhance client communication and service.
Traits:
- Forward-thinking and business-minded.
- High-energy and mission-driven.
- Detail-oriented and results-driven.
- Curious and customer-obsessed.
- Adaptable and open-minded.
- Self-starter and problem-solver.
- Strong creative and collaboration skills.
- Excellent verbal communication skills.
Qualifications:
- Bachelor's degree.
- 1-2 years of experience in online sales, customer service, warranty, or a related field.
- Strong written and verbal communication skills.
- Proficiency in HubSpot, Salesforce, or similar CRM system.
- Familiarity with social media, real estate listing sites, and review platforms.
- Hands-on experience in new construction, a plus.
Compensation and Benefits information:
Van Metre offers excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program. We encourage employees to make full use of vacation and other company-paid leave to refresh their bodies and minds.
- Salary: $70,000-$85,000 annually (Pay is commensurate with experience, education, training, and skills)
- Paid Time Off: 11 paid holidays; 10 vacation days, 10 sick days, Two Volunteer Days off, Two Personal Days, Winter Break, Day off for Annual Physical, Day off for your Birthday; comprehensive parental and bonding leave
- Retirement Planning: Company Matched 401(k) Retirement Savings Plan; access to retirement planning coaches
- Wellness: Annual Wellness Reimbursement of up to $900; Free and unlimited access to TaskHuman Wellness App for yourself and your family members.
Van Metre Core Values
Integrity; Ownership; Respect and Dignity; Diversity and Inclusion; Teamwork; Community; Work/Life Balance
Van Metre Mission Statement
The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company’s founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company’s emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services.
It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the “Van Metre” signature an icon for elegant residential communities, and industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments.
