Operations Support Coordinator

Role Overview

• Develop and maintain positive relations with vendors, clients/ residents and internal partners as required to ensure superior client satisfaction.
• Receive and handle customer calls and email requests for services and assist TL with client inquiries via external formats.
• Manage real-time inquires while keeping track of and responding to commitments.
• Act as Project Manager and Vendor liaison as needed.
• Manage the scheduling and completion of all project type work orders while ensuring all work orders are properly linked and sequenced.
• Ensure work orders are thoroughly created to resolve the current needs and issues of the homes.
• Act as a final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead or Affiliate Market Manager.
• Maintain open communication with Affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices.
• Enter information into our database and ensure consistency and accuracy.
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• Shift flexibility may be required.
• Foster a positive team environment.
• Ensure confidentiality and accuracy of internal and external data.
• Perform ad-hoc projects and other duties as assigned.
• Assist in training team members and provides constructive feedback as necessary.
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers.
• Performs work under general supervision; carefully reviews the details and accuracy of work performed.

Requirements

• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
• Strong Communication Skills
• Organizational or Project Management skills preferred
• Candidates with a growth mindset highly encouraged
• High school diploma required
• 4+ years of customer service experience preferred
• Preferred experience as a CSA, Dispatch, CSR with a high scorecard rating
• Mastery of Lessen’s One platform is strongly preferred
• Advanced troubleshooting knowledge and ability to articulate
• Ability to communicate industry language
• 1-3 years of experience preferred
• Property maintenance experience
• Trades knowledge