Call Center Representative

Overview

Liberty Military Housing - Own your passion for service!

About Liberty Military Housing

Liberty Military Housing is one of the largest providers of military family housing in the United States. In partnership with the US military, we are committed to delivering safe, high-quality- homes and exceptional service to the families of men and women who serve our country. We're seeking dedicated team members for a variety of roles and offer excellent benefits, training, development, and opportunities for advancement. If you're ready to grow your career and become an employee owner, explore our current opportunities today.

What We Provide You:

Liberty Military Housing is committed to supporting our team members in every aspect of life-from career development to family needs and overall health and wellness. We proudly offer a comprehensive and competitive benefits and incentive package that includes:

• Platinum-Level Medical, Dental & Vision Coverage with affordable premiums
• Employee Stock Ownership Plan (ESOP) become an employee owner with retirement savings
• Quarterly & Monthly Bonus Incentives.
• 401(k) Retirement Plan with Company Match
• Education Reimbursement up to $5,250 per year
• Generous Paid Time Off , including vacation, sick time, and 10 paid holidays
• Wellness Benefits , including free gym access and additional wellness programs
• Career Growth Opportunities. Unlock your potential with immersive, hands-on training designed to elevate your skills, help you advance, and build a rewarding -long-term- career with a company that truly invests in your future.
• Life and AD&D Insurance

Responsibilities

A Day in the Life of a Call Center Representative:

As a Liberty Military Housing Call Center Representative , you will be responsible for providing customer service and assistance to the residents of Liberty Military Housing by addressing their needs and concerns and responding efficiently and accurately. You will also provide administrative support to the district offices nationwide.

Your Responsibilities include, but not limited to:

• Acts as a conduit for maintenance requests that have errors/concerns and ensures they are brought to the attention of the National Call Center Manager to ensure the proper resolution/review.
• Effectively communicates with the National Call Center Manager/Immediate Supervisor(s) concerning any resident/employee concerns, comments and needs.
• Attends monthly call monitoring with Quality Assurance Supervisor to measure performance as directed by the National Call Center Manager.
• Participates in dispatch schedule to ensure all messages from answering service are responded to correctly and entered in a timely manner.
• Ensures that company property is not taken or damaged in any way.
• Maintains a service level of 70% or higher when answering calls within 30 seconds or less.
• Maintains an average of 5% total calls as compared to all weekly answered calls.
• Maintains a satisfactory attendance record with minimal tardiness, call outs and unpaid leave.
• Assists immediate Supervisor with updating and maintaining daily the HOT Items Board and binder.
• Immediately contacts emergency maintenance personnel as any emergency maintenance situation develops per LMH guidelines.
• Contact the applicable public service response organization (fire department, police, EMS, etc) in the case of emergency (fire, criminal activity, death, severe water damage, or other major catastrophes) and National Call Center Manager. Follows applicable emergency procedures.
• Assists National Call Center Manager/Supervisor(s)/Team Lead with special projects as needed.
• Participates in monthly call coaching goals as outlined by the QA Supervisor and Supervisor/Team Lead.
• Participates in monthly and any "as needed" training workshops as directed by the National Call Center Manager/Training Supervisor.
• Represents the Company in a professional manner at all times. Consistently maintains a professional courteous attitude when dealing with residents, coworkers and the general public.
• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Google, Gmail, call center software and other company-related systems).
• Performs other duties as necessary.

Qualifications

What You Need for Success:

• High school diploma or GED required.
• Minimum 6 - 12 months of customer service experience required.
• Flexible schedule to include weekends and/or evenings (weekends required).
• Call Center and data experience required.
• Customer-focused attitude and willingness to serve customers.
• Must have an understanding of resident needs, knowledge of property locations, and general knowledge of maintenance service categories.
• Excellent verbal skills and exceptional listening, questioning and call control techniques.
• Aptitude to handle challenging telephone call situations.
• Ability to accurately and efficiently process information and tasks
• Excellent computer (MS Office - Word, Excel and Outlook) and typing (minimum 35 wpm) proficiencies and experience with VoIP phone systems.

Pay Range : $21.00 an hour