Customer Service Representative

Leisure World of Maryland•Silver Spring, MD

About The Position

Leisure World of Maryland Corporation, located in Silver Spring, Maryland, is seeking a full-time Customer Service Representative for the Physical Properties Department. The representative processes service requests, prepares initial work orders, schedules work, generates invoices, receives payments, and responds to customer questions about services and invoices. The role serves residents, vendors, internal customers, and trade personnel, and requires courteous, timely communication and effective coordination of service schedules.

Requirements

One or more years of customer service experience.
High school diploma or GED equivalent.
Excellent communication skills, both oral and written.
Ability to deal with vendors, internal customers, and residents with tact, patience, and courtesy.
Ability to use MS Office and database management software.
Ability to read, interpret, and apply rules, regulations, policies, and procedures.
Ability to identify and meet customers' needs and requirements.
Demonstrated strong organization and time management skills, including the ability to perform multiple tasks efficiently.
Exceptional telephone and customer service skills.

Nice To Haves

Associate's degree.

Responsibilities

Process in-person, phone, and written requests for services by the Physical Properties Department trades, handling in-person and phone requests immediately and written requests within 24 hours.
Answer telephone calls within three rings in a cheerful and helpful manner; manage calls professionally and efficiently.
Generate accurate initial work orders, schedule requests, and distribute work orders to appropriate trades personnel as soon as possible.
Create invoices when service work is completed, processing them daily when possible and ensuring all invoices are processed by month-end.
Receive payments for maintenance and repair services.
Research customer accounts and respond to questions about services and invoices; resolve billing discrepancies and service complaints by the resolution date agreed upon with the customer.
Liaise with trade foremen regarding scheduling and available daily capacity.
Prepare and maintain accurate service schedules, coordinate information with other customer service representatives to prevent double booking, and assist foremen with rescheduling and schedule adjustments throughout the day.
Enter completed service tickets in the correct resident file.
Maintain and annually update a list of alternate service providers and provide it to customers upon request.
Promote excellent customer service by greeting and assisting customers promptly and processing requests courteously, efficiently, and on time.
Organize workflow to meet customer deadlines and present and discuss department products and services in a way that conveys quality, integrity, and understanding of customer needs.
Address customer questions, complaints, and concerns immediately and facilitate satisfactory resolution.
Understand and appropriately apply the company pricing system, including responsibility for payment, and company policies.