Client Experience Specialist

Apartment Agents•Lamkin, TX

About The Position

Apartment Agents, a fast-growing leader in the apartment locating and real estate services industry, is looking for experienced, efficient Strategic Account Specialist to liaise with the VP of Service, Branch Service Managers, Service Coordinators, Dispatchers, Technicians, and Centralized Billing. About Apartment Agents: Apartment Agents is a leading provider of apartment locating and rental support services, helping individuals find, secure, and transition into homes that match their needs, budget, and lifestyle. Operating across multiple markets, Apartment Agents conncts clients with a wide network of property partners while delivering personalized guidance throughout the leasing proces. With a strong foundation in customer service and local market expertise, Apartment Agents leverages technology and industry knowledge to streamline apartment searches and improve client experiences. The company is commited to delivering efficient, transparent, and customer-first solutions while building long-term relationships with clients and property partners.

Requirements

3+ years in a customer service or help desk role within a field service-based environment.
Proficiency in service management software, Microsoft Office Suite; strong organizational and multitasking skills.
Proactive, customer-focused, and detail-oriented, with the ability to thrive in a dynamic environment.
High school diploma or equivalent

Nice To Haves

an associate degree or relevant certifications in customer service or poject management are advantageous.

Responsibilities

Act as a primary contact for technicians completing work in the field, collecting work order details over the phone to ensure prompt and accurate documentation.
Confirm essential work order information, such as parts used, labor hours, and any follow-up needs, updating system records in real-time.
Provide support and guidance to technicians on work order procedures, fostering an efficent and streamlined process.
Update work orders within the service management system.
Ensure accuracy in work order details, including labor, parts, travel, and follow-up actions, recognizing the importance of Strategic Accounts to overall service revenue
Resolve discrepancies by coordinating with Technicians and Branch personnel to ensure complete and correct information.
Request Notto exceed (NTE) approval from customers as needed, attaching relevant documentation to the work order.
Liaise with the Warehouse team to faciltate timely parts ordering and delivery when necessary.
Verify pricing accuracy against customer agreements, ensuring alignment before invoice generation.
Submit completed work orders to the Centralized Billing team for final review and invoicing.
Act as the primary point of contact for Strategc Accounts, providing regular status updates via email or the customer portal.
Respond to customer inquiries, ensuring high levels of satisfaction and trust from Strategic Accounts.
Follow up on high-priority work orders daily and provide status updates to Strategic Accounts every 48 hours.
Maintain the Live Close Database, ensuring accurate and up-to-date information on all completed work orders.
Monitor and update work order statuses for tracking parts requests, rescheduling, and warranty validations.
Monitor and escalate work orders requiring additional review by branch managers or other internal teams, ensuring swift resolution.
Identify areas for process improvement, supporting the refiement of workflows to enhance customer satisfaction and operational efficiency, with a focus on maintaining Strategic Account relationships.