Customer Service Support Specialist

Description

Job Overview:

As a Resident Support Specialist you will focus on resident interactions and acts as a liaison between Community Managers, internal teams, and residents to ensure that lines of communication are open and viable , with a primary focus on providing excellent customer service. As part of the regional operations team covering a variety of community association support functions, other specialty roles may be assigned based on need.

Your Responsibilities:

• Respond with great customer service to a high volume of emails and phone calls.

• Serve as the customer service front line while answering emails.

• Handle escalated phone calls from our Customer Care Center.

• Receive, record, respond, and/or route customer inquiries in an appropriate manner.

• Investigate customer inquiries, concerns, and issues in a timely and courteous manner.

• Document all contacts, actions, and responses in customer database.

• Assist in correspondence with mass communication emails.

• Follow established policy and procedures.

• Collaborate with internal team to ensure highest level of service is provided.

• Respond clearly and effectively to homeowner inquiries as needed.

• Maintain accurate property, owner and resident information   in company software.

• Utilize Standard Operating Procedures to strive to exceed department expectations.  

• Provide administrative support to the operations team as needed.

• Special projects and other duties as assigned by supervisor.

Skills & Qualifications:

• Two years of experience preferred in administrative office functions including data entry, internal/external communication and task prioritization.   Experience in high volume processing highly preferred.  

• Bachelor’s Degree or combination of education, experience and training.  

• Ability to work independently and with minimum supervision in a fast-paced environment.  

• Ability to interact with owners, residents and internal associates.  

• Ability to work alongside team members to assist in troubleshooting and problem solving.  

• Flexible, organized and able to handle competing priorities.  

• Strong communications skills (i.e., conversational skills and writing skills).  

• Strong computer skills with a proficiency in MS Office Suite  

• High level of attention to detail.

• Ability to establish and maintain effective working relationships.  

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.

• Must be able to sit and stand for extended periods of time.

• Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.

• Must have finger dexterity for typing/using a keyboard.

• Must be mobile enough to move around both the office in order to make copies, send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other associates.

• Capable of working extended hours, to include evenings, weekends and holidays as necessary.

• This position may alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.

• Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.

• Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.

• Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties

• If hybrid work schedule is arranged with supervisor, must follow agreed upon arrangement. Flexibility for hybrid schedule is subject to change by department leaders based on performance and work requirements.

• If hybrid work schedule is arranged, when working remotely must be able to work with same or better productivity than when in office. Remote work environment must be clear of distractions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

What We Offer:

As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, and others. In addition, you will be eligible for time off benefits, paid h olidays and a 401k with company m atch. Occasional travel may be r equired to attend training and other company functions.

Compensation:

$19.00/hour

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.