Customer Service Rep

The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. At Michaels, our teammates strive to fulfill our promise of creating communities that lift lives—ones that jumpstart housing, education, civic engagement, and neighborhood prosperity.

About the role

The Customer Service Representative (CSR) serves as the first line of customer service for residents and guests. They provide information, resolve emerging problems, and answer questions with accuracy and efficiency to ensure excellent service standards and maintain high customer satisfaction. The CSR remains current on and compliant with policies and laws affecting property operations, including the Landlord Tenant code, Fair Housing laws, and other applicable regulations. The CSR performs a variety of administrative and office support activities and carries out assigned duties effectively.

Responsibilities

• Provide excellent customer service at all times.
• Receive and respond to a high volume of inquiries from residents, vendors, team members, and guests via phone, email, or in person.
• Identify and assess resident needs to achieve satisfaction.
• Confirm and schedule appointments as necessary.
• Receive and enter resident service requests in the company database; relay information to or from work crews and supervisors.
• Be familiar with and apply knowledge of company policies, products, and services to better serve residents.
• Obtain and evaluate relevant information to handle product and service inquiries.
• Ensure complete and accurate capture, data entry, and maintenance of resident information.
• Maintain records of resident interactions, including details of inquiries, comments, complaints, and actions taken.
• Alert managers/supervisors quickly to significant resident issues and concerns.
• Effectively communicate issues, problems, ideas, and work progress verbally and in writing.
• Review files, records, and other documents to obtain information for responding to requests.
• Compile and generate reports.
• Copy, sort, and file records.

Requirements

• Minimum 1 year of administrative experience.
• High School Diploma or GED.
• Valid Driver’s License and acceptable driving record.
• Must pass drug test screening.
• Must successfully complete all required courses, classes, and training provided by MMS.
• Proficient in Microsoft Office Programs and on-site rental systems.

Skills

• Action and results-oriented; resourceful, creative, and decisive.
• Strong customer service, communication, and interpersonal skills.
• Excellent organization and time-management skills.
• Ability to work independently and as part of a team in a fast-paced, customer service-oriented environment.
• Ability to work under pressure, meet deadlines, and manage daily workload.
• Ability to handle sensitive information confidentially.
• Strong problem-solving and prioritization skills.
• Professional, pleasant, and patient demeanor, especially when handling complaints or difficult situations.
• Strong attention to detail and a positive work ethic.

Working Conditions

• Must be able to work 40 hours per week, including evenings.
• Occasional overtime may be required.
• Requires routine sitting and walking.
• Must be able and eligible to drive a company vehicle.

Pay

$19.00 - $21.00 per hour.

Benefits

• Comprehensive benefits package including Medical, Dental, Vision, and prescription coverage.
• Generous paid time off.
• 401(k) plan with company match.
• Michaels Employee Scholarship Program for eligible children.
• Professional development opportunities.
• Team-oriented company culture where all are welcome.