Customer Service Representative - Field Services

Job Summary

The Customer Service Representative – Field Services (CSR-FS) position provides administrative support, customer service and maintenance solutions to residents and other stakeholders in a fast-paced, high volume environment. The CSR-FS manages the day-to-day service dashboard, bids and work order approvals, while supporting the needs of the Rehab, Turns and Maintenance (RTM) team. This position reports directly to a Regional Manager.

Essential Job Duties And Responsibilities

• Maintain maintenance dashboard and task center daily to ensure timely response to work order dispatch approvals, request for information, escalations and other communications
• Review turn & rehab dashboards to ensure proper task execution and respond to flagged exceptions
• Utilize reporting to monitor performance and compliance
• Manage the Maintenance Technician and/or Superintendent daily schedules & assignments to ensure optimum efficiency
• Avoidance of work order proposals within approval limit, verifying proper scope, documentation, and pricing
• Aid in researching and coordinating vacant utility issues to ensure utilities are activated in a timely manner
• Manage and facilitate eviction schedules and personal property holds; coordinate eviction clean-outs and/or personal property removal
• Serve as first point of contact for RTM related resident escalations and collaborate with internal teams to ensure appropriate corrective action and communication
• Meet with and assist residents with resolving escalated maintenance issues
• Schedule new and pre-acquisitions budget walks to be performed by Superintendents as well as resident orientations and pre move-out visits with resident
• Perform other duties as assigned

Education and/or Experience

• High school Diploma or GED
• Minimum 2 years of customer service, administrative experience
• Experience in property management or maintenance is preferred

Skills/Specialized Knowledge

• Works well under pressure
• Excellent organizational skills with a high level of attention to detail
• Strong verbal and written communications skills
• Effective customer service and conflict resolution skills
• Works collaboratively with team members
• Intermediate proficiency in MS Word, Excel, Outlook and Adobe
• Effective problem-solving skills

Required Licenses Or Certifications

• None

Other Requirements

• Must maintain professional appearance
• Ability to be at work on a regular and consistent basis; Overtime may be required for this position

Physical and Mental Demands

• This position will spend long hours sitting and using office equipment and computers
• The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking
• This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate

Career Path

• Annual bonus program
• Health, dental, vision, and life insurance
• Long-term and short-term disability insurance
• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
• 401(k) with company matching contributions
• Awesome work environment with casual dress
• Team events and gatherings (Pre- and Post-Covid)

Compensation And Benefits

• The salary range for this position is: $17.90 - $31.03, plus individuals may be eligible for an annual discretionary bonus
• Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws
• To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:

• Annual bonus program
• Health, dental, vision, and life insurance
• Long-term and short-term disability insurance
• Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
• 401(k) with company matching contributions
• Awesome work environment with casual dress
• Team events and gatherings (Pre- and Post-Covid)

About the Company

• We are a fast-paced evolving company, offering high-quality homes for lease in desirable neighborhoods across America
• We own, lease and operate approximately 110,000 properties ensuring a move-in ready living space that provides a clean, safe, and functional home for our residents
• The market teams include our Leasing and Property Management teams as well as our Rehab, Turns & Maintenance professionals
• Together, our talented teams create excellent resident experiences from the time the resident moves in to the home, throughout the duration of their lease and during their transition as they move out
• We are looking for candidates with a drive to excel in our thriving organization
• We are looking for professionals who are ready to join our work-family, provide excellent service to internal and external customers and embrace our fast and friendly approach
• We are looking for dedicated learners who are passionate to serve our residents and maintain top-quality homes