Client Services Rep / Office Services

Customer Experience Team Member At HomeServices Property Management we provide excellent customer service with our one call resolution model. Reporting to the Director of Customer Experience, this role supports the organization by providing support to our agents, landlords, tenants and vendors. Duties include responding to inquiries regarding owner statements, tenant ledgers, property account history and expenses. In addition, the Customer Experience Team Member is responsible for handling maintenance requests by reviewing, assessing and dispatching vendors as needed. A high level of customer engagement, advanced communication skills and the ability to deliver excellent customer service is a requirement as well as prioritizing tasks and responsibilities. Team members are part of a regional operations team and handle requests by phone, email and text and are responsible for thoroughly documenting and communicating all requests with landlords, tenants, vendors and property management staff.

The Customer Experience Team Member needs to demonstrate the

Collaborate with other departments, such as accounting and field staff, to ensure smooth coordination and resolution of customer inquiries

Handle client inquiries professionally and ensure outstanding customer service is provided

Resolve tenant and landlord problems by identifying the customers needs, determining the cause, determining and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution

Understand how to interpret landlord, tenant, and vendor financial statements

Effectively manage high volume of incoming calls in a call center environment following communications guidelines, policies and property management processes

Process incoming property management field office mail, utility bills, HOA and condo association management documents, real estate tax bills, insurance bills, renewals and cancellations

Performance Expectations

Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.

Perform responsibilities as directed, achieving desired results within expected time frames and with a high degree of quality and professionalism.

Establish and maintain positive and productive work relationships with all staff, customers, and business partners.

Take personal initiative for technical and professional development.

Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

High school diploma, some college or equivalent experience

Proven customer support call center experience

Proficient computer skills in Microsoft Office, including Outlook, Excel, Word, and PowerPoint

Excellent interpersonal, customer service, written and verbal communication skills

Flexible to work shifts between 8 : 00am and 6 : 00pm, and weekends as needed or necessary

We offer a full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)