Service Desk Team Member

About the role

The Service Desk Team Member serves as a member of 24 hour service desk team at J – 53, NH – 156, Camp Allen or Newport News locations. Assists residents with general needs, assists with leasing and placements tasks, move-in, move-out tasks, answers phone and responds to emergencies, as needed.

Responsibilities

• Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department.
• Assists with referral/placements and move-in/move-out process.
• Maintains fax machines, assists users, and performs other clerical duties as necessary.
• Reminds residents of the on‑line work order system; trains residents (over the phone) on the on‑line system, as needed.
• Registers new residents; assigns room numbers, issues room keys.
• Responds to incoming customer work‑order requests and inputs work orders from residents.
• Reports customer service‑related issues to the appropriate property management staff, as necessary.
• Coordinates day‑to‑day customer communication and interacts with customers to foster ongoing relationships.

Qualifications

• High School Diploma or GED (required)
• Three to six months related customer service experience and/or training (required)
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to communicate effectively with customers or employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Knowledge of Microsoft word processing software; Internet/Intranet software; Outlook and e‑mail software systems.

Pay

The hiring rate for this position is $17.30 per hour, exclusive of fringe benefits or potential bonuses. The position is also eligible for a performance bonus. Final salaries will be determined based on factors such as geographic location, skills, education, licenses, certifications, and/or experience, with consideration of pay equity. The range mentioned is the general hiring range; hiring at the top of the range is reserved for exceptionally qualified candidates.

Benefits

We offer a competitive total compensation and benefits package, including paid time off, medical, dental, life and disability insurance, HSA/FSA accounts, retirement, rewards programs, and more.