Long & Foster Inc.
At HomeServices Property Management we provide excellent customer service with our one call resolution model. Reporting to the Manager of Customer Experience, this role supports the organization by providing support to our agents, landlords, tenants and vendors. Duties include responding to inquiries regarding owner statements, tenant ledgers, property account history and expenses. In addition, the Customer Experience Team Member is responsible for handling maintenance requests by reviewing, assessing and dispatching vendors as needed. A high level of customer engagement, advanced communication skills and the ability to deliver excellent customer service is a requirement as well as prioritizing tasks and responsibilities. Team members are part of a regional operations team and handle requests by phone, email and text and are responsible for thoroughly documenting and communicating all requests with landlords, tenants, vendors and property management staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Collaborate with other departments, such as accounting and field staff, to ensure smooth coordination and resolution of customer inquiries
Handle client inquiries professionally and ensure outstanding customer service is provided
Resolve tenant and landlord problems by identifying the customer's needs, determining the cause, determining and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution
Understand how to interpret landlord, tenant, and vendor financial statements
Prioritize and monitor all work order requests received and communicate with landlords, tenants, vendors and property management staff
Stay up to date with industry trends and guidelines in the property management sector, and share this knowledge with the HSPM staff to stay ahead of the curve
Develop and maintain excellent relationships with prospective and existing clients
Successfully navigate through extremely sophisticated operational issues
Effectively manage high volume of incoming calls in a call center environment following communications guidelines, policies and property management processes
Contribute to team effort by accomplishing related and individual results
Process incoming property management field office mail, utility bills, HOA and condo association management documents, real estate tax bills, insurance bills, renewals and cancellations
Performance Expectations
Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
Perform responsibilities as directed, achieving desired results within expected time frames and with a high degree of quality and professionalism.
Establish and maintain positive and productive work relationships with all staff, customers, and business partners.
Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.
QUALIFICATIONS
High school diploma, some college or equivalent experience
Ability to effectively resolve conflicts
Proficient computer skills in Microsoft Office, including Outlook, Excel, Word, and PowerPoint
Knowledge of AppFolio preferred
Ability to multi-task and possess time management skills with a focus on deadlines are a must
Excellent interpersonal, customer service, written and verbal communication skills
Maintain regular and punctual attendance
Knowledge of contracting, property maintenance, handyman or specific trades terminology preferred
We offer a full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)
Equal Opportunity Employer Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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ESSENTIAL DUTIES AND RESPONSIBILITIES
Collaborate with other departments, such as accounting and field staff, to ensure smooth coordination and resolution of customer inquiries
Handle client inquiries professionally and ensure outstanding customer service is provided
Resolve tenant and landlord problems by identifying the customer's needs, determining the cause, determining and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution
Understand how to interpret landlord, tenant, and vendor financial statements
Prioritize and monitor all work order requests received and communicate with landlords, tenants, vendors and property management staff
Stay up to date with industry trends and guidelines in the property management sector, and share this knowledge with the HSPM staff to stay ahead of the curve
Develop and maintain excellent relationships with prospective and existing clients
Successfully navigate through extremely sophisticated operational issues
Effectively manage high volume of incoming calls in a call center environment following communications guidelines, policies and property management processes
Contribute to team effort by accomplishing related and individual results
Process incoming property management field office mail, utility bills, HOA and condo association management documents, real estate tax bills, insurance bills, renewals and cancellations
Performance Expectations
Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
Perform responsibilities as directed, achieving desired results within expected time frames and with a high degree of quality and professionalism.
Establish and maintain positive and productive work relationships with all staff, customers, and business partners.
Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.
QUALIFICATIONS
High school diploma, some college or equivalent experience
Ability to effectively resolve conflicts
Proficient computer skills in Microsoft Office, including Outlook, Excel, Word, and PowerPoint
Knowledge of AppFolio preferred
Ability to multi-task and possess time management skills with a focus on deadlines are a must
Excellent interpersonal, customer service, written and verbal communication skills
Maintain regular and punctual attendance
Knowledge of contracting, property maintenance, handyman or specific trades terminology preferred
We offer a full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)
Equal Opportunity Employer Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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