CUSTOMER SERVICE REPRESENTATIVE

Job Title: Customer Service Representative

Full-Time position - 40 hours per week

Salary: $17.00 per hour

Benefits: Medical, Dental, Vision, Life, LTD, and 401(k)

Schedule: Monday - Friday 8:00 am - 4:30 pm

The ideal candidate will have one or more years of experience in Customer Service. Must have excellent communication skills and the ability to deal with vendors, internal customers, and residents with tact, patience, and courtesy.

Leisure world of Maryland Corporation located in Silver Spring, Maryland is seeking a full-time Customer Service Representative to process requests, prepare initial work orders, generate invoices, and receive payments for maintenance and repair services performed by the various trades within the Physical Properties Department.

ESSENTIAL FUNCTIONS & BASIC DUTIES:

• Process in-person, phone, and written requests for services to be performed by the various trades within the Physical Properties Department.
• In-person and phone requests are processed immediately. Written requests are processed within 24 hours of receipt.
• The telephone is answered within three rings in a cheerful and helpful manner.
• Generates initial work orders and schedules requests.
• Work orders are accurate and distributed to appropriate trades personnel as soon as possible.
• Creates invoices when service work is completed.
• Invoices are processed daily when possible. All invoices are processed by the end of the month.
• Research customer accounts and respond about service or invoices.
• All problems including billing discrepancies and service complaints are completely resolved by the resolution date agreed upon with the customer.
• Acts as liaison with the foreman of the various trades within the Physical Property Department.
• Contact is made with the foreman at the beginning of the workday regarding scheduling to determine how much time is available that day.

Prepares and maintains service schedules for the various trades within the Physical Properties Department.

• Schedules are accurate.
• Information is shared and coordinated among other CSR to ensure no double booking.
• Assistance is provided to the foreman in the event that rescheduling is necessary.
• Assistance is provided to the foreman throughout the day to adjust schedules as necessary.

Completed Service tickets are entered in the correct resident file.

A list of alternate service providers is maintained and updated annually and provided to the customer at his/her request.

Promotes excellent customer service with every interaction with customers.

• Acknowledge and appropriately greet and assist every customer in a timely manner.
• Process customer service requests in a courteous, efficient, and timely manner.
• Organize workflow to meet customer deadlines.
• Effectively presents and discusses products and services offered by LWMC PPD, soliciting only those desired products/services provided in a way that conveys an image of quality, integrity, and superior understanding and delivery of customer needs.
• Manage telephone calls professionally, efficiently, and with good communication skills.
• Attends to customer questions, complaints, and concerns immediately and facilitates satisfactory resolution.
• Understand and appropriately use the company pricing system (including "who pays") and policies.

EDUCATION:

High school diploma or GED equivalent. An Associate's Degree is preferred.

KNOWLEDGE & SKILLS:

• Ability to use MS Office and database management software.
• Ability to deal with vendors, internal customers, and residents with tact, patience, and courtesy.
• Ability to read, interpret, and apply rules, regulations, policies, and procedures.
• Ability to communicate effectively both orally and in writing.
• Ability to identify and meet customers' needs and requirements.
• Demonstrated excellence in organization and time management skills and be able to perform multiple tasks efficiently.
• Exceptional phone and customer service skills.

We can offer you a challenging and rewarding environment with many opportunities to learn, grow and achieve great results. If you want to be a part of our team, we'd love to hear from you.