Property Staff Support Specialist

Property Staff Specialist

The Property Staff Specialist takes inbound calls from property staff regarding account, billing and technical support inquiries, while also acting as a subject matter expert and resource to our internal and external business partners. This role handles escalated inquiries and assists with information sharing, as well as coaching and guidance for property staff. The Property Staff Support team's main priority is to create a reliable support system for property staff so they can easily navigate inquiries on behalf of their properties to sustain and grow these key customer relationships. This role requires a strong customer focus and work ethic to provide a top-tier service experience.

Responsibilities

Major Duties and Responsibilities

Actively and consistently supports all efforts to simplify and enhance the customer experience.

• Actively and consistently support all efforts to simplify and enhance the property staff experience.
• Responsible for handling inbound and outbound property staff support calls.
• Provide property staff with timely updates on service-impacting events through resolution.
• Respond to incoming customer issues that are reported via phone, email, and/or property support portal in a manner which meets high quality, productivity and other performance standards.
• Advocate for property staff, provide SME support for all functional teams as they pursue resolution of property staff and/or resident issues.
• Support billing and technical concerns to ensure proper billing of services that are under contract and delivered.

Issue Resolution Management

• Monitor and respond to customer technical support, account and billing issues, taking appropriate action to ensure timely resolution of all open actions.
• Required to monitor tickets and follow-up with property staff to confirm resolution on open issues.
• Escalate complex issues and provide leadership, bring together the required support teams to collaboratively resolve the property staff issue.

Property Escalations

• Work with internal functional areas to ensure property issue escalations are addressed with proper urgency.
• Provide proactive monitoring when available and evaluate internal processes for improvement.
• Required to monitor tickets and follow-up with property staff to confirm resolution on open escalations.
• Manage delivery of post-mortem / root cause analysis as requested.

Qualifications

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Self-motivated team player
• Superior phone skills
• Effective written and verbal communication skills are required
• Ability to quickly build rapport, primarily via phone based communication
• Must be able to organize activities and handle multiple assignments simultaneously
• Effective and timely follow-up required
• Ability to identify efficiencies in existing processes and procedures in order to foster continuous improvement both individually and at the team level
• Critical and strategic thinking skills
• Works various schedules including holidays

Required Education

• High school diploma or equivalent required
• Required Related Work Experience and Number of Years
• Community Solutions Customer Service in a Repair and/or Managed WiFi 2 years
• Previous Call Center customer service experience 2 years
• Previous technical support experience 2 years

Preferred Qualifications

• Preferred Skills/Abilities and Knowledge
• Previous customer service experience in a business-to-business environment preferred

Working Conditions

• Normal office conditions