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