Call Center Representative-1:00pm-9:30pm-Weekends Required (NOT REMOTE)

About Liberty Military Housing

Liberty Military Housing is one of the largest providers of military family housing in the United States. In partnership with the US military, we are committed to delivering safe, high-quality homes and exceptional service to the families of men and women who serve our country. We’re seeking dedicated team members for a variety of roles and offer excellent benefits, training, development, and opportunities for advancement.

Benefits

• Platinum-Level Medical, Dental & Vision Coverage with affordable premiums
• Employee Stock Ownership Plan (ESOP) – become an employee owner with retirement savings
• 401(k) Retirement Plan with Company Match
• Education Reimbursement up to $5,250 per year
• Generous Paid Time Off, including vacation, sick time, and 10 paid holidays
• Wellness Benefits, including free gym access and additional wellness programs
• Quarterly & Monthly Bonus Incentives
• Career Growth Opportunities with immersive, hands-on training
• Life and AD&D Insurance

Responsibilities

A Day in the Life of a Call Center Representative:

• Provide customer service and assistance to residents by addressing their needs and concerns efficiently and accurately.
• Act as a conduit for maintenance requests with errors/concerns and ensure they are brought to the attention of the National Call Center Manager for resolution.
• Communicate effectively with the National Call Center Manager/Immediate Supervisor(s) concerning resident/employee concerns, comments, and needs.
• Attend monthly call monitoring with the Quality Assurance Supervisor to measure performance.
• Participate in dispatch schedule to ensure all messages from the answering service are responded to correctly and entered in a timely manner.
• Ensure company property is not taken or damaged.
• Maintain a service level of 70% or higher for calls answered within 30 seconds or less.
• Maintain an average of 5% or fewer total calls as compared to all weekly answered calls.
• Maintain a satisfactory attendance record with minimal tardiness, call outs, and unpaid leave.
• Assist immediate Supervisor with updating and maintaining the HOT Items Board and binder daily.
• Immediately contact emergency maintenance personnel for any emergency maintenance situation per LMH guidelines.
• Contact applicable public service response organizations (fire department, police, EMS, etc.) in emergencies such as fire, criminal activity, death, severe water damage, or other major catastrophes, and notify the National Call Center Manager.
• Follow applicable emergency procedures.
• Assist National Call Center Manager/Supervisor(s)/Team Lead with special projects as needed.
• Participate in monthly call coaching goals as outlined by the QA Supervisor and Supervisor/Team Lead.
• Participate in monthly and any "as needed" training workshops as directed by the National Call Center Manager/Training Supervisor.
• Represent the Company in a professional manner at all times.
• Maintain a professional and courteous attitude when dealing with residents, coworkers, and the general public.
• Perform various administrative and computer tasks, email communications, and input information/data into software and information systems (Yardi, Google, Gmail, call center software, and other company-related systems).
• Perform other duties as necessary.

Requirements

• High school diploma or GED required.
• Minimum 6-12 months of customer service experience required.
• Flexible schedule to include weekends and/or evenings (weekends required).
• Call Center and data experience required.
• Customer-focused attitude and willingness to serve customers.
• Understanding of resident needs, knowledge of property locations, and general knowledge of maintenance service categories.
• Excellent verbal skills and exceptional listening, questioning, and call control techniques.
• Aptitude to handle challenging telephone call situations.
• Ability to accurately and efficiently process information and tasks.
• Excellent computer (MS Office - Word, Excel, and Outlook) and typing (minimum 35 wpm) proficiencies.
• Experience with VoIP phone systems.

Pay

$21.00 - $24.50 per hour