Job description

Contact Center Specialist

Position Overview:

The Contact Center Specialist is responsible for all incoming and outgoing phone calls related to the property management division. Calls include leasing, maintenance, new clients, and general inquiries. The Contact Center Specialist has a high level of customer service and time management skills. The CCS understands the importance of timely responsiveness and troubleshooting needs.

• answer all incoming calls related to the property management division
• return outbound calls as needed
• review, respond or dispatch voicemails accordingly
• communicate with internal team on calls
• use company CRM system to document and make necessary notes for calls
• assist tenants in submitting maintenance requests
• asking maintenance troubleshooting questions
• answer general questions related to property management services and set up a call with Director to review further
• follow up on outstanding work orders with tenants
• assign new work orders accordingly
• answer general questions related to leasing and available properties in accordance with Fair Housing
• General administrative duties may involve listing properties for rent, data entry, entering work orders, invoice management, SOW creation, specialized projects as directed by supervisor
• work closely with internal team on a daily basis
• identify creative ways to improve processes and procedures for internal team to better support clients and tenants
• assist with various calls as needed and directed by team
• any other duties assigned by supervisor

Desired Skills and Experience:

• at least 6 months experience in a B2B customer service role
• real estate experience desired with an emphasis on property management
• excellent communication both written and verbal
• values quick and efficient response times
• willingness to embrace challenges and be creative and diligent in issue resolution
• ability to self manage with the support and direction of leadership

*This position is required to be available for phone calls during business hours, after hours, weekends and holidays.

Job Type: Full-time

Pay: $6.00 - $9.00 per hour

Benefits:

• Work from home

Schedule:

• Evening shift
• Holidays
• Monday to Friday
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Language:

• English (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: Hybrid remote in Lakewood, OH 44107

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