Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Qualifications:͏͏͏

College Graduate or General Educational Development (GED) certificate or equivalent in relevant work experience desired  

With or without call center experience 

Good communication in the applicable language (English)

Spoken skills & written skills

Willing to work 24x7

Customer service skills

Technical proficiency in MS office products required (Excel, Word, etc.)

Prefer to have experience using Yardi Voyager or similar property management program

Roles & Responsibilities͏:͏͏͏

Answer inbound calls from the resident service line to assist in answering questions about resident lockout, email change, late fee processing, card dispute, charge reversal and general concerns / issues
Enter and ensure accurate information is input into resident collection system (i.e. phone number, email, proper spelling of resident names).
Diffuse and calm residents that may have isolated incidents that need immediate attention to provide the highest quality of customer service.
Process renewals when received. Enter all relevant data into Yardi; record any concession amounts if applicable due to a renewal promotion, record daily log for tracking of Tenant Ledger Adjustments (“TLAs”) as they pertain to rent adjustments, credits, and concessions
Incident logging and directing to respective teams
This brief summary is not an all-inclusive description of job duties.  Other job duties and responsibilities may also be assigned by the incumbent’s manager at any time based upon Company need.