Customer Service Representative- Call Center

Customer Support Representative



Major Duties & Responsibilities:

The duties of this role include taking inbound phone calls, returning voicemails, composing emails and engaging in verbal and written communication with the following constituents: Residents, Builders, Closing Agents and Vendors as well as interfacing with management company staff. Provide quality customer service to internal and external customers while demonstrating the ability to effectively troubleshoot and resolve base-level technical inquiries regarding company web portals, web application and mobile applications.

Customer Service/Productivity:

Consistently meet the following measurable goals:

o Capable of successfully completing 50-60 calls per day (# of calls taken may be greater during peak times).

o Average availability rating 90% or better (Timecard Time logged in = Availability).

o Average call time equal to 4 min. or less.

o Return voicemails within 24 hrs.

o Respond to non-urgent emails within 24-48 hours.

o Respond to urgent emails within 24 hours.

o Log 100% of calls taken.

o Perform other related duties as required or requested.

Dependability/Teamwork:

Create a team environment that encourages and promotes a strong sense of collective responsibility and enthusiasm for meeting the department’s goals.

Demonstrate the ability to report to work on time, at the beginning of each shift and work until the end of each shift.

Demonstrate flexibility with regards to work hours/shifts in support of business needs for phone coverage.

Maintain a professional attitude and appearance, consistently creating a positive impression of the dept. and company.

Adhere to all company and departmental policies.

Professional Development:

Learn and demonstrate a thorough working knowledge of company technology and its functions as utilized by clients, management company staff, Accounts Payable, and Accounts Receivable, on a Tier 1 helpdesk level.

Demonstrate computer literacy and ability to operate a variety of office equipment such as ACD phones, printers and scanners.

Seek every opportunity to accept challenges and developmental opportunities.

Actively self educate by participating in department learning initiatives.

Qualifications, Knowledge, and Skills:



Preferred:

Education equivalent to a 2 Year Associate’s Degree, or equivalent in related work experience.

Previous experience in Accounts Payable

Previous experience in Accounts Receivable

Previous experience in Corporate Help Desk

Excellent troubleshooting skills

Excellent communication skills, both written and verbal

Ability to accurately type 50+ words per minute.

Bilingual is a plus.

Required:

1+ year(s) telephone/customer service experience.

Education equivalent to a High School Diploma.

Ability to accurately type 35+ words per minute.

Strong PC skills in both a windows environment and web-based application environment.

Committed to meeting and exceeding the expectations of internal and external customers.

Ability to communicate information in a clear, concise and timely manner while using appropriate verbal/written channels of communication.

Demonstrate excellent interpersonal skills.

Demonstrate problem-solving skills and the flexibility to recognize opportunities for improvement and take appropriate action when necessary.

Benefits:

• Health / Dental / Vision Insurance
• Life / Disability
• 401(k) program