MDU Property Support
About The Position
The MDU Property Support serves as the dedicated white-glove service liaison for Hawaiian Telcom's Multi-Dwelling Unit (MDU) property partners across the state of Hawaiʻi. This role provides proactive, high-touch support to Resident Managers, Board Presidents, Property Managers, and Ownership Groups regarding service performance, billing inquiries, equipment coordination, escalations, and overall property experience. The MDU Property Support acts as the single point of accountability for property-level issues, ensuring seamless coordination between Sales, Technical Operations, Billing, Customer Care, and Construction teams. The successful execution of this role results in: Increased property satisfaction and retention Stronger brand trust within the MDU market Reduced escalations to sales leadership Improved renewal and bulk conversion opportunities Elevated "white glove" differentiation versus competitors This is a relationship-first, service-excellence role requiring operational fluency, urgency, and professionalism.
Requirements
- Four years of College resulting in a Bachelor's Degree or equivalent experience
- 2 to 4 years in related field
- Telecommunications service support
- Property management support
- Technical customer service
- Account coordination or service delivery
- Strong understanding of telecommunications services (Fiber, Internet, VoIP preferred)
- Exceptional customer service and relationship management skills
- High sense of urgency and accountability
- Strong written and verbal communication skills
- Ability to manage multiple escalations simultaneously
- Strong organizational and follow-up discipline
- Comfort operating in cross-functional environments
- Proficient in CRM, ticketing systems, Excel, and reporting tools
- Ability to work independently while coordinating across departments
- Excellent critical thinking and problem-solving skills
- Professional demeanor suitable for executive-level Board communication
Nice To Haves
- Experience working with condominium associations (AOAOs), property managers, or commercial clients preferred
- Experience in fiber or broadband services strongly preferred
Responsibilities
- Serve as primary point of contact for assigned MDU properties
- Respond to property-level issues involving: Service outages Bulk service concerns Equipment access Billing discrepancies Account changes Access control / common area connectivity issues
- Coordinate rapid internal escalation and resolution
- Provide clear communication and updates until issue resolution
- Act as liaison between: Network Operations Field Technicians Billing Construction Sales Account Executives
- Track and manage tickets to closure
- Identify recurring issues and propose systemic improvements
- Improve escalation workflows specific to MDU properties
- Conduct periodic service check-ins with key property contacts
- Assist with onboarding new Resident Managers or Board members
- Support bulk agreement transitions and renewals
- Coordinate service readiness for property upgrades (fiber builds, equipment installs, elevator lines, WiFi in common areas, etc.)
- Review and assist with: Bulk billing statements Revenue share inquiries Unit count reconciliations Account corrections
- Partner with finance and billing teams to ensure accuracy
- Represent Hawaiian Telcom with professionalism and urgency
- Maintain high standards of responsiveness and follow-through
- Identify opportunities to improve property experience
- Protect and elevate the MDU brand reputation statewide
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
