Customer Care Representative Patuxent River

Responsibilities

• Answering phones to answer resident concerns regarding their accounts and other general questions.
• Managing resident concerns and questions, coordinating with appropriate staff to address and resolve issues.
• Promoting positive resident relations by responding to resident concerns and requests on a timely basis.
• Supporting residents during the move-out process, including move out accounting, collection of outstanding balances, preparation and sending of delinquency letters, and residency verification requests.
• Assisting with adjusting resident ledgers, preparing/reconciling delinquency reports, and submitting write-off packages.
• Attending monthly call monitoring meetings with Lead/Customer Care Supervisor to measure performance against guidelines.
• Contacting the applicable public service response organizations (fire department, police, EMS, etc.) in case of emergencies and reporting to the Customer Care Supervisor.
• Following applicable emergency procedures.
• Performing various administrative and computer tasks, email communications, inputting information/data into various software and information systems (Yardi, Excel, Access, and other company-related software).
• Participating in and attending various department or regional meetings, resident or community events, seminars, and other work-related events.

Qualifications

• 6 months of residential property management or customer service role preferred.
• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
• Effective communication and interaction with residents, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
• Ability to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Must possess a positive and professional demeanor in all interactions, under all circumstances.
• Able to operate a motor vehicle (valid license required), may require use of personal vehicle.
• Must be available to work a flexible schedule, including weekends, off-hours, and emergencies as required.
• The position requires mobility within the office and the ability to operate a computer, phone, and other office machinery such as a scanner and copy machine.
• High school diploma or GED required.
• Must be able to talk, listen, and speak clearly on telephone.
• Must be able to deal with a fast-paced, continually changing work environment, including handling multiple tasks daily.

Benefits

• Medical/Dental/Vision Insurance*
• Life and AD&D Insurance
• 401k Retirement Plan with company match
• Employee Stock Ownership Plan
• Incentive Bonus Program
• 10 Paid holidays per year
• 40 hours Paid Sick Leave per year**
• 80 hours Paid Vacation per year**

Medical/Dental/Vision insurance eligible after 30 days of full-time employment. Vacation and sick time are based on the employee's hire date.

Pay Range: $18.00 - $22.00