Customer Service Representative - Field Services
Invitation Homes, Tampa, FL, United States
Customer Service Representative
Field Services (CSR-FS)
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 Monitor 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 Review and approve/decline work order proposals within approval limit, verifying proper scope, documentation, and pricing Assist 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 Reschedule in-home work orders directly with resident when necessary 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, analyze, coordinate, and communicate. Salary Range
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. Compensation and Benefits
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)
Field Services (CSR-FS)
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 Monitor 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 Review and approve/decline work order proposals within approval limit, verifying proper scope, documentation, and pricing Assist 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 Reschedule in-home work orders directly with resident when necessary 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, analyze, coordinate, and communicate. Salary Range
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. Compensation and Benefits
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)