Customer Experience Representative

Long & Foster Real Estate - Fredericksburg, VA

Full-time

Fredericksburg, VA

Real Estate

About the position

At HomeServices Property Management we provide excellent customer service with our one call resolution model. Reporting to the Director of Customer Experience, this role supports the organization by providing support to our agents, landlords, tenants and vendors. Duties include responding to inquiries regarding owner statements, tenant ledgers, property account history and expenses. In addition, the Customer Experience Team Member is responsible for handling maintenance requests by reviewing, assessing and dispatching vendors as needed. A high level of customer engagement, advanced communication skills and the ability to deliver excellent customer service is a requirement as well as prioritizing tasks and responsibilities. Team members are part of a regional operations team and handle requests by phone, email and text and are responsible for thoroughly documenting and communicating all requests with landlords, tenants, vendors and property management staff.

Responsibilities

• Collaborate with other departments, such as accounting and field staff, to ensure smooth coordination and resolution of customer inquiries
• Handle client inquiries professionally and ensure outstanding customer service is provided
• Resolve tenant and landlord problems by identifying the customer's needs, determining the cause, determining and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution
• Understand how to interpret landlord, tenant, and vendor financial statements
• Prioritize and monitor all work order requests received and communicate with landlords, tenants, vendors and property management staff
• Stay up to date with industry trends and guidelines in the property management sector, and share this knowledge with the HSPM staff to stay ahead of the curve
• Develop and maintain excellent relationships with prospective and existing clients
• Successfully navigate through extremely sophisticated operational issues
• Effectively manage high volume of incoming calls in a call center environment following communications guidelines, policies and property management processes
• Contribute to team effort by accomplishing related and individual results
• Process incoming property management field office mail, utility bills, HOA and condo association management documents, real estate tax bills, insurance bills, renewals and cancellations

Requirements

• Proven customer support call center experience
• Ability to effectively resolve conflicts
• Proficient computer skills in Microsoft Office, including Outlook, Excel, Word, and PowerPoint
• Knowledge of AppFolio preferred
• Ability to multi-task and possess time management skills with a focus on deadlines are a must
• Excellent interpersonal, customer service, written and verbal communication skills
• Flexible to work shifts between 8:00am and 6:00pm, and weekends as needed or necessary
• Maintain regular and punctual attendance
• High school diploma, some college or equivalent experience
• Knowledge of contracting, property maintenance, handyman or specific trades terminology preferred

Benefits

• Medical
• Health Savings Account
• Dental
• Vision
• Life Insurance
• Paid Vacation (PTO)
• 401(k) with employer match
• Flexible Spending Account
• Employee Assistance Program (EAP)