Customer Service Representative (Part -Time)

Customer Service Representative

At Maymont Homes, our success starts with putting residents first. We're expanding to bring clean, safe, attractive, and affordable housing to more families across new markets. With over 20,000 homes, multiple build-to-rent communities, and more on the horizon, we're not just a leader in the single-family rental space, we're a company that truly cares about the people and communities we serve. As a division of Brookfield, Maymont Homes is growing fast and making an impact. Join us to shape a brighter future for our residents while advancing your career with a purpose-driven team.

Primary Responsibilities:

The Customer Service Representative is responsible for handling daily customer inquiries related to service status, support needs, and general information. This role requires professionalism, clear communication, and the ability to resolve issues efficiently, often at first contact.

Disclaimer: This job may involve the use of personally owned equipment to perform work duties remotely

Skills & Competencies:

• 2+ years of experience in customer service or call center environments
• High School Diploma or equivalent
• Strong verbal and written communication skills
• Proven ability to de-escalate challenging conversations professionally
• Critical thinking and problem-solving skills
• Ability to manage high call volume and multitask in a fast-paced setting
• Detail-oriented and deadline-driven
• Intermediate Microsoft Word, Excel, and PowerPoint skills (advanced preferred)
• Willingness to work a set schedule that may include weekends and holidays
• Reliable transportation for in-office attendance

Essential Job Functions:

• Answer inbound customer calls, emails, and requests in a high-volume call center environment
• Provide accurate information regarding company processes, home availability, and service updates
• Resolve customer issues promptly and professionally, aiming for first-call resolution
• Collaborate with internal departments to meet customer needs
• Maintain accurate documentation of all customer interactions
• Perform other duties as assigned
• Other duties, as assigned by supervisor or leadership team

Key Metrics & Responsibilities:

• Call Answer Rate: Maintain a minimum 95% inbound call answer rate to ensure availability and responsiveness.
• Call Documentation Accuracy: Log 95% of all customer interactions with complete and accurate notes in the system.
• First Contact Resolution: Resolve at least 90% of customer inquiries during the initial interaction, minimizing the need for follow-up.
• Ticket Resolution Time: Respond to and close 90% of email or callback requests within 48 hours of receipt.
• Quality Assurance: Maintain a QA score of 90% or above based on call evaluations for professionalism, accuracy, and adherence to process.
• Customer Satisfaction (CSAT): Support efforts to improve customer satisfaction by delivering courteous, timely, and solution-oriented service

Why work for Maymont Homes? Our Mission "We Positively Impact the Lives in the Communities We Serve". We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!

Outstanding benefits package our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees.

Huge parent company support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.

Career growth with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.

Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information.