Administrative Call Center Representative - Resident Support

Leland Management•Orlando, FL

8d•$18 - $19•Onsite

About The Position

Leland Management is seeking an Administrative Call Center Representative for the Orlando division. This position serves as a primary point of contact for callers, providing exceptional customer service and administrative support. The role involves managing a high volume of inbound calls, emails, and chat inquiries related to community associations, delivering accurate information, resolving concerns, and ensuring a positive customer experience. Success requires strong communication skills, critical thinking, attention to detail, time management, professionalism, and the ability to multitask in a fast-paced environment.

Requirements

Minimum of 2-3 years of administrative, customer service, and call center experience.
Ability to handle confidential information with discretion.
Bilingual abilities.
Proficient in Microsoft Office Suite including Word, Excel, Outlook, and Teams.
Strong computer navigation and data entry skills.
Ability to convert, extract, upload, and manage electronic documents.
Ability to learn and utilize multiple software applications and internal systems.
Ability to work efficiently using multiple computer monitors and applications simultaneously.

Nice To Haves

Experience using online chat platforms is preferred.
Closing, title, or community association experience is preferred.
Experience with community association software, such as Caliber, preferred but not required.

Responsibilities

Answer a high volume of inbound calls (typically 30-50+ per day).
Respond to inquiries via phone, email, chat, and other communication platforms.
Maintain professional verbal and written communication at all times.
Actively listen to customers to identify needs and provide effective solutions.
Verify, update, and maintain accurate account information.
De-escalate challenging situations and resolve concerns with professionalism and empathy.
Return voicemails and follow up within the company’s expected guidelines.
Provide support, guidance, and add value to each call.
Educate customers on self-service tools, company websites, and technology resources.
Conduct research using company resources and systems to resolve inquiries.
Process and upload documents into the company’s document imaging systems.
Accurately document interactions, resolutions, and account activity in company systems.
Perform payment-related research and assist with account inquiries.
Communicate effectively with team members through all communication channels.
Build positive relationships with customers, vendors and peers.
Participate in team meetings, training sessions, and ongoing development opportunities.
Monitor personal performance metrics and meet productivity and quality standards.
Assist with special projects and additional duties as assigned.