Call Center Representative-NOT REMOTE: Shift 1pm-930pm (Weekends Required)

Liberty Military Housing•San Diego, CA

1d•Onsite

About The Position

At Liberty Military Housing, we are dedicated to serving those who serve our country by providing military families with comfortable, well-maintained homes in inviting communities across the United States. We pride ourselves on our highly trained team of professionals who bring a proactive, solution-oriented mindset, along with unparalleled empathy and understanding. We are committed to employee development, offering over 150 hours of professional development annually. Our culture is built on camaraderie and collaboration, prioritizing people and honoring diverse experiences to achieve shared success. We seek dedicated team members to help us meet company goals, offering excellent benefits, training, development, and advancement opportunities.

Requirements

High school diploma or GED required.
Minimum 6 - 12 months of customer service experience required.
Call Center and data experience required.
Customer-focused attitude and willingness to serve customers.
Must have an understanding of resident needs, knowledge of property locations, and general knowledge of maintenance service categories.
Excellent verbal skills and exceptional listening, questioning and call control techniques.
Aptitude to handle challenging telephone call situations.
Ability to accurately and efficiently process information and tasks.
Excellent computer (MS Office - Word, Excel and Outlook) and typing (minimum 35 wpm) proficiencies and experience with VoIP phone systems.

Nice To Haves

Flexible schedule to include weekends and/or evenings (weekends required).

Responsibilities

Acts as a conduit for maintenance requests that have errors/concerns and ensures they are brought to the attention of the National Call Center Manager to ensure the proper resolution/review.
Effectively communicates with the National Call Center Manager/Immediate Supervisor(s) concerning any resident/employee concerns, comments and needs.
Attends monthly call monitoring with Quality Assurance Supervisor to measure performance as directed by the National Call Center Manager.
Participates in dispatch schedule to ensure all messages from answering service are responded to correctly and entered in a timely manner.
Ensures that company property is not taken or damaged in any way.
Maintains a service level of 70% or higher when answering calls within 30 seconds or less.
Maintains an average of 5% total calls as compared to all weekly answered calls.
Maintains a satisfactory attendance record with minimal tardiness, call outs and unpaid leave.
Assists immediate Supervisor with updating and maintaining daily the HOT Items Board and binder.
Immediately contacts emergency maintenance personnel as any emergency maintenance situation develops per LMH guidelines.
Contact the applicable public service response organization (fire department, police, EMS, etc) in the case of emergency (fire, criminal activity, death, severe water damage, or other major catastrophes) and National Call Center Manager. Follows applicable emergency procedures.
Assists National Call Center Manager/Supervisor(s)/Team Lead with special projects as needed.
Participates in monthly call coaching goals as outlined by the QA Supervisor and Supervisor/Team Lead.
Participates in monthly and any “as needed” training workshops as directed by the National Call Center Manager/Training Supervisor.
Represents the Company in a professional manner at all times. Consistently maintains a professional courteous attitude when dealing with residents, coworkers and the general public.
Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Google, Gmail, call center software and other company-related systems).
Performs other duties as necessary.