Job Description

Customer Experience Team Member

At HomeServices Property Management we provide excellent customer service with our one call resolution model. Reporting to the Director of Customer Experience, this role supports the organization by providing support to our agents, landlords, tenants and vendors. Duties include responding to inquiries regarding owner statements, tenant ledgers, property account history and expenses. In addition, the Customer Experience Team Member is responsible for handling maintenance requests by reviewing, assessing and dispatching vendors as needed. A high level of customer engagement, advanced communication skills and the ability to deliver excellent customer service is a requirement as well as prioritizing tasks and responsibilities. Team members are part of a regional operations team and handle requests by phone, email and text and are responsible for thoroughly documenting and communicating all requests with landlords, tenants, vendors and property management staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer Experience Team Member needs to demonstrate the following:

• Collaborate with other departments, such as accounting and field staff, to ensure smooth coordination and resolution of customer inquiries
• Handle client inquiries professionally and ensure outstanding customer service is provided
• Resolve tenant and landlord problems by identifying the customer's needs, determining the cause, determining and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution
• Understand how to interpret landlord, tenant, and vendor financial statements
• Prioritize and monitor all work order requests received and communicate with landlords, tenants, vendors and property management staff
• Stay up to date with industry trends and guidelines in the property management sector, and share this knowledge with the HSPM staff to stay ahead of the curve
• Develop and maintain excellent relationships with prospective and existing clients
• Successfully navigate through extremely sophisticated operational issues
• Effectively manage high volume of incoming calls in a call center environment following communications guidelines, policies and property management processes
• Contribute to team effort by accomplishing related and individual results
• Process incoming property management field office mail, utility bills, HOA and condo association management documents, real estate tax bills, insurance bills, renewals and cancellations

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed, achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers, and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma, some college or equivalent experience
• Proven customer support call center experience
• Ability to effectively resolve conflicts
• Proficient computer skills in Microsoft Office, including Outlook, Excel, Word, and PowerPoint
• Knowledge of AppFolio preferred
• Ability to multi-task and possess time management skills with a focus on deadlines are a must
• Excellent interpersonal, customer service, written and verbal communication skills
• Flexible to work shifts between 8:00am and 6:00pm, and weekends as needed or necessary
• Maintain regular and punctual attendance
• Knowledge of contracting, property maintenance, handyman or specific trades terminology preferred

We offer a full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Equal Opportunity Employer

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