Customer Service Representative (RSS)

Description

Job Overview

As a Resident Services Specialist, you’ll be responsible for providing residents, board members, and vendors with information in response to inquiries, concerns and requests about products and services. You will also resolve complaints, errors, account questions, billing, and other queries.

This role reports to our Midtown Manhattan corporate office.

Your responsibilities

• Professionally handle incoming requests from residents, board members, and vendors and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather residents, board members, and vendors information, access their account and evaluate their needs, by educating them where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Process assessments and late fees. Waive late fees, if appropriate.
• Schedule move-ins and move-outs, including making special arrangements.
• Manage clubhouse and party room reservations.
• Schedule elevator reservations, including making special arrangements.
• Schedule city inspections, including making special arrangements.
• Scheduling vendor to visit client location or Corporate office.
• Contact vendor to order additional association devices (fobs, garage remotes, gate openers, common area keys, storage locker keys, etc.) when supply is low.
• Contact vendor to order additional association maintenance and office supplies.
• Source and create vendor account for ordering supplies.
• Assist seller's attorney (assign access), buyer, relator and mortgage broker (with seller authorization).
• Assist with document requests and submit documents for board approval.
• Schedule clients to come to the Corporate office for key fob, lease drop off.
• Complete and submit change of ownership deed.
• Draft and proof letters and memos (water shut off, elevator, scheduling, construction, etc.).
• Create form letter to bank for unidentifiable payments.
• Return deposits once maintenance confirms no damage occurred.
• Create and close work orders.
• Periodically review and close out certain 'Open Calls' in Connect that are not specifically awaiting a Property Manager response.

Skills & Qualifications:

• Associate’s degree or higher in Business or a related field, or equivalent experience in an administrative capacity.
• One to two years’ experience in administration and customer service. Experience in property management, real estate, or residential management industries preferred.
• Works effectively with coworkers, clients, customers, and others by sharing ideas in a constructive and positive manner; addresses problems and issues constructively to find mutually acceptable and practical business solutions. 
• Must possess a high energy attitude and an ability to multi-task/prioritize different projects at any given time.
• Superior oral and written communication skills.
• Ability to work with sensitive or confidential information.

What We Offer:

As a full-time associate, you will be eligible for full comprehensive benefits including your choice of multiple medical plans, dental, vision, life insurance, short-term and long-term disability, legal, identity theft, and pet insurance. You will also be eligible for company-paid life insurance and benefits from our employee assistance program. In addition, you will be eligible for paid time off, paid holidays, tuition reimbursement, and a 401(k) with company match. 

Compensation:

$ 24.00 - 25.00 / hour

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.