Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support residents with account questions, maintenance-related concerns, and general service needs in Tustin, California. This is a Long-term Contract opportunity with an initial 90-day assignment and potential for extension, offering a hybrid schedule with remote work on Monday and Friday and onsite work Tuesday through Thursday. The ideal candidate brings a service-first mindset, communicates with empathy, and can manage a high volume of resident interactions while maintaining accuracy and professionalism.

Responsibilities:
• Respond to incoming and outgoing resident communications regarding maintenance matters, account questions, and general service requests.
• Deliver thoughtful and courteous support that helps residents feel heard, informed, and assisted throughout each interaction.
• Investigate concerns, identify appropriate next steps, and work toward timely resolution of complaints, inquiries, and service issues.
• Maintain detailed and accurate records of conversations, updates, and outcomes within internal platforms and databases.
• Manage a steady call volume while focusing on efficient problem-solving and a high-quality customer experience.
• Partner with cross-functional teams to gather information, coordinate actions, and resolve resident matters effectively.
• Follow up with residents after providing assistance to confirm questions have been addressed and expectations have been met.
• Learn and navigate multiple software applications to document activity, access account details, and process information correctly.
• Contribute to a collaborative team environment by working effectively with colleagues across departments.