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Overview:The inbound maintenance associate position requires a highly motivated, high energy customer service professional. This individual shall assist callers (residents, techs, property officers, etc.) by processing inbound maintenance request calls and provides notification to appropriate parties of any maintenance issues reported. Maintenance associates may also be trained and process Customer Care Line complaint calls/emails for certain properties and enter information into certain properties’ management software.
This position requires dynamic, customer focused service professional that possess excellent verbal and written communication, interpersonal skills demonstrated by passion for providing outstanding customer service, effective probing, apt empathy and acknowledgment skills, and the ability to enthusiastically communicate with callers on every inbound call consistently.
Responsibilities:PRIMARY RESPONSIBILITIES
Responsibilities for this position include but are not limited to the following:
Maintenance Associates are expected to be proficient RealPage systems, but not limited to, MEDS, OneSite,Yardi, Propertyware Support, Salesforce, Sharepoint, etc.
Maintenance Associates are expected to answer all incoming calls within a prescribed time limit as set by management to ensure Service Level Agreements are being met.
Maintenance Associates are expected to be able to follow all guidelines regarding the flow of a maintenance/ Customer Care Line call.
Maintenance Associates are expected to be proficient in all property management systems.
Maintenance Associates are expected to accurately record all necessary data regarding any maintenance/ Customer Care Line issue that is gathered during the course of a call, in appropriate system
Maintenance Associates are expected to differentiate between varying levels of urgency regarding maintenance issues and choose the appropriate action per guidelines.
Maintenance Associates are expected to handle Service Inquiry calls from residents regarding issues with onsite personnel.
Maintenance Associates may also be expected to become proficient in processing and responding to Customer Care Line concerns via inbound call channel or email.
Qualifications:REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Strong customer service and listening skills
Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation
Ability to communicate empathy and confidence in both in-bound and out-bound contact center environments
Persistent in ensuring issues are resolved accurate, effectively and timely
Ability to clearly and effectively maintain and update online documentation
Ability to follow precise direction consistently without continuous supervision
Detail-oriented and flexible
Proficiency with Microsoft Windows and Internet Explorer
Flexibility to work various required shifts including nights, weekends, and holidays to support a 24 hour/7 day per week environment
Flexibility to work overtime as required
Ability to type at least 35 words per minute and accurately capture detailed information
Able to maintain focus and enthusiasm throughout shift assignment
