Job Description

The Alberta Real Estate Association (AREA) is the provincial professional organization that represents the interests of 15,000+ REALTORS and 10 regional real estate boards/associations provincewide.





Based in Calgary, the association's mission is to provide strategic leadership through AREA's member-centric advocacy, professional development and provincial services to advance the Alberta real estate profession and our members' success.

Scope

Reporting to the AREA Service Corp CEO & AREA CFO, the primary objective of this role will be to provide customer service to Area WIRELESS users. The Sales and Customer Service Representative will grow the number of users through signing up new inquiries to the program, retain existing users, and provide overall support for all facets of the program. While the primary focus is on Area WIRELESS, occasional customer service may be required on other programs such as AREA Advance and Area DRIVE.



Understanding the telecommunications industry and the real estate industry is key. Engagement will require application of those learnings to drive the sales conversation, handle objections, and contribute to the increased usage of the programs.

Key Responsibilities

Serve as the primary point of contact for incoming inquiries for wireless and internet service requests and issue resolution all while ensuring an outstanding call experience.
Assess user requirements and provide tailored Area WIRELESS and internet solutions while providing guidance and support through to agreement and service activation. Assist users in resolving issues with programs and ensure a high level of retention and overall satisfaction. Build, establish, and grow customer relationships, leveraging all available marketing tools. Stay informed about the latest wireless and internet technologies and trends and maintain expert knowledge of Area WIRELESS products, services, promotions, and policies as well as understanding the competitive landscape. Attend trade shows, brokerage events, and golf tournaments on as as-needed-basis to support the team in expanding the AREA programs. Provides day-to-day insights with the team to help inform discussions on program growth. Collaborate with the team on a sales and marketing strategy that supports AREA's strategic plan. Routinely execute in person and conference call meetings with users. Establish a consistent sales follow-up activity and maintain relationships ensuring excellent Identify opportunities to enhance program offerings and delivery of services and increase overall usage of AREA programs. Coordinate with colleagues to onboard users to AREA programs ensuring high quality of service.

Qualifications

Bachelor's degree in business or marketing or comparable combination of education and work experience. Minimum three (3) years of customer service experience. Teleco experience is an asset (providing telephone, internet, TV and other voice communication services). Experience bringing new products or programs to market successfully.

Knowledge & Skills

Excellent relationship-building and communication skills, with a track record of retaining existing users and converting new user inquiries. Motivated, self-directed, and able to work well with minimal supervision. Demonstrated thoroughness, accuracy, and attention to detail. Able to effectively manage a project comprised of multiple, parallel tasks, through to timely completion. Exceptional interpersonal skills, with a focus on rapport-building, active listening skills, and questioning skills. Customer service orientation with the ability to fulfill responsibilities using a supportive, helpful approach and with the ability to present ideas in a user-friendly language. Excellent project management and time management skills with the ability to multi-task, prioritize, meet deadlines, and execute tasks in an evolving environment. Detail-oriented data entry in HubSpot CRM and Service Hub is required, creating accounts, recording deals and managing tickets following SOPs.

About the Position

This is a full-time

fixed term (1-year)

position, normally scheduled Monday to Friday (with the option to work adjusted days and times as part of a scheduled rotation).*
* This position is primarily office-based, with the possibility of occasional remote work, subject to organizational policy and approval.