Resident Services Specialist III

American Homes 4 Rent • Las Vegas, NV

366d • Hybrid

About The Position

We are seeking a Resident Services Specialist III to join our team. This role is integral to our operations, providing effective customer service to both tenants and non-tenants through incoming calls and e-mails. The successful candidate will have in-depth knowledge of our company's products and programs, and will act as a department lead to oversee quality assurance duties, ensure best practices, and train new staff members.

Requirements

• High school diploma or GED required.
• Associate's Degree preferred.
• A minimum of two years of experience within an inbound call center setting required.
• Experience with customer service software applications required.
• Bilingual abilities (English/Spanish) are a plus.
• Knowledge of Real Estate, construction, and/or Property Management industry preferred.
• Strong understanding of CRM, InContact and Yardi preferred.
• Understanding of voice over IP (VoIP) phone systems.
• Intermediate PC skills and proficiency in MS Office required.
• Excellent communication (verbal and written), problem-solving, time management and conflict resolution skills.
• Strong relationship management, organizing and customer service skills.

Nice To Haves

• Bilingual abilities (English/Spanish) are a plus.
• Knowledge of Real Estate, construction, and/or Property Management industry preferred.
• Strong understanding of CRM, InContact and Yardi preferred.

Responsibilities

• Support the department by sharing best practices, coaching, and training, performing quality assurance duties by listening to recorded calls and providing feedback as needed to the team in order to recommend improvements.
• Train, coach and mentor new hires. Provide oversight and act as point of contact for the department which includes monitoring the Real Time Displays.
• Handle inbound calls and/or emails from tenants, vendors, potential tenants, on a daily basis, regarding company properties, resident accounts, resident maintenance repairs, to determine appropriate solutions.
• Focus on quality customer service, asking questions to determine specific issues and processing solutions or moving the issue to the correct person or work group for handling.
• Provide accurate and timely assistance to the caller and document transactional activity in CRM database or other systems, ensuring proper call handling and follow up as needed.
• Collaborate and communicate with internal departments, vendors, business partners; assist and participate in problem-solving in an effective and timely manner within job scope.
• Support the department by assisting with special projects and new initiatives such as campaign follow up, social monitoring, survey response, and other administrative duties as assigned.
• Handle escalated calls of tenant issues with regard to billing, applications, collections, maintenance intake, etc. with professionalism and efficiency.
• Collaborate with management to improve processes and procedures for handling customer interactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED
• Number of Employees: 11-50 employees