Customer Service Representative

Position Description: SUMMARY OF POSITION The Call Center Representative provides exceptional customer service to residents in a fast-paced, high-volume environment. This role is responsible for handling resident inquiries, complaints, and maintenance requests; facilitating and tracking work orders; and supporting leasing and property management functions as needed. We are seeking a skilled and dependable Call Center Representative with proven customer service experience, particularly in handling resident communications. The ideal candidate demonstrates empathy, professionalism, and efficiency while resolving issues and providing accurate information regarding building services, policies, and procedures. Position Responsibilities: Patience and Empathy: Understanding the frustration of the callers and having the ability to offer and explain solutions in a respectful and calming manner. Timeliness: Representatives should be swift and accurate in responding to inquiries and providing resolution. Positive attitude. No matter how upset a customer might be, representatives must keep a positive attitude. Using positive language that reflects confidence in finding a solution will reassure a customer and encourage sustained loyalty. Active listening. If a customer wishes to explain the situation in detail, representatives need to be willing to listen. In addition, customers may not necessarily accept the solutions a representative has to offer or have questions about them, so attentive listening is critical to showing respect for customer opinions and offering them the best eventual solution. Organization. During customer service exchanges, representatives must be always organized to deliver timely service. This means being able to navigate efficiently between different windows and manuals. Organization is vital to taking notes in a timely manner and delivering great service. Adaptability. Of the most essential customer service skills, adaptability to changing situations is crucial. Representatives need to be ready to handle varying customer demands or possible technical issues. A service interaction may completely differ from another, so a readiness to go with the flow and adapt as needed is an important skill to master. Knowledge, Skills and Abilities: Knowledge and Skills - Experience: Previous experience in call center environments, customer service, or property management. Experience in affordable housing is highly preferred. Software Proficiency: Proficient in Microsoft Office Suite (Word, Excel, Outlook) and property management software, including MRI, Corrigo, and Appointment Plus. Compliance Knowledge: Basic understanding of Fair Housing Laws and affordable housing programs is highly desirable. Communication: Exceptional verbal and written communication skills, with a patient and professional demeanor. Education: High school diploma or equivalent required. Bilingual Skills: Ability to speak additional languages is preferred, such as Spanish, Russian, or Creole. Essential Functions: Answer high-volume inbound calls from current and prospective residents, taking appropriate and timely action for each inquiry. Address resident questions and concerns related to leasing, maintenance, billing, and general property services. Receive, log, and process maintenance requests by creating and managing work orders in MRI and Corrigo property management systems. Maintain customer satisfaction ratings in accordance with established company performance standards. Resolve resident issues using company policies and procedures; escalate matters requiring managerial review when appropriate. Handle resident complaints professionally, utilizing de-escalation techniques to achieve effective and respectful resolutions. Conduct outbound follow-up calls regarding rent delinquency, lease renewals, and maintenance appointment confirmations. Assist with administrative and compliance-related tasks, including support for the annual recertification process. Maintain accurate and detailed documentation of all resident interactions within company systems, including MRI and Corrigo. Stay knowledgeable of company services, processes, and policies by attending mandatory training sessions and meetings. Ensure all customer records are kept current by accurately inputting and updating data on company platforms.