Customer Care Representative I

Liberty Military Housing•Oceanside, CA

1d•Onsite

About The Position

As a Customer Care Representative I, you will be responsible for various tasks related to past resident customer service, billing inquiries, and collections. Your role will focus on promoting positive resident relations by providing exemplary service while supporting residents during the move-out process, including collecting outstanding balances and communicating with residents to address billing inquiries, ensuring timely responses to resident requests and concerns, and coordinating with appropriate staff to effectively provide issue resolution. You will work closely with revenue accountants to reconcile delinquent accounts, resolve overdue balances, collect payments, and handle collection issues and process account adjustments.

Requirements

Position requires 6 months of accounts receivables/collection experience.
Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
Must be able to listen and speak clearly on the telephone.
Must be able to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
Effective communication and interaction with residents, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
Possess a positive and professional demeanor in all interactions, under all circumstances.
Ability to operate a motor vehicle (valid license required).
High school diploma or GED required.

Nice To Haves

Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan)

Responsibilities

Communicate with residents via phone, email, mail to address billing inquiries and provide exemplary customer service.
Respond to and manage resident concerns and questions and may coordinate with appropriate staff to address and resolve resident communication.
Promote positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident’s satisfaction and according to Liberty Military Housing’s standards.
Provide customer service regarding collection issues, review and process account adjustments, and resolve resident disputes.
Utilize call center contact center system by answering live calls, resolving callbacks/voicemails, transferring calls, and updating call dispositions.
Support residents during the move-out process, which may include move out accounting, collection of outstanding balances owed, preparing, and sending delinquency letters.
Work closely with revenue accountants to reconcile delinquent accounts efficiently and timely.
Responsible for collections and resolving overdue balances and collecting payments from the individuals responsible for the debt or negotiating a payment plan to collect it in installments.
Follow up on outstanding balances and resolve any discrepancies to reduce delinquency for assigned accounts and monitoring all collections.
Prepare documents to be sent to a third-party collection agency in accordance with company policies and procedures.
Maintain accurate records of customer accounts and update account information as needed.
Perform various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Excel, Access, and other company-related software).
Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.