Customer Service Representative - Norfolk Crossing
Liberty Military Housing, Norfolk, VA, United States
Overview
Liberty Military Housing – Own your passion for service!
About Liberty Military Housing: Liberty Military Housing is one of the largest providers of military family housing in the United States. In partnership with the U.S. military, we are committed to delivering safe, high-quality homes and exceptional service to the families of men and women who serve our country. We’re seeking dedicated team members for a variety of roles and offer excellent benefits, training, development, and opportunities for advancement. If you’re ready to grow your career and become an employee owner, explore our current opportunities today.
Benefits
Platinum-Level Medical, Dental & Vision Coverage with affordable premiums
Employee Stock Ownership Plan (ESOP) – become an employee owner with retirement savings
401(k) Retirement Plan with Company Match
Education Reimbursement up to $5,250 per year
Generous Paid Time Off, including vacation, sick time, and 11 paid holidays
Wellness Benefits, including free gym access and additional wellness programs
Career Growth Opportunities – immersive, hands‑on training designed to elevate your skills, help you advance, and build a rewarding long‑term career with a company that truly invests in your future
Life and AD&D Insurance
A Day in the Life of a Customer Service Representative As a Customer Service Representative, you will be responsible for providing customer service to all prospective and current residents within a multi‑family residential community. Your role includes answering phones, taking and following up on service requests of our residents, and playing an instrumental part in the resident move‑in process, which includes showing new homes, completing new leases, and ensuring residents’ needs are met. Your role requires effective customer service skills and the ability to work efficiently and effectively and deliver on our mission of providing exemplary service in accordance with Liberty Military Housing’s quality customer satisfaction standards.
Your Responsibilities Include, But Not Limited To
Assist prospective residents with information regarding their lease, the community, and the move‑in process.
Prepare lease documents for residents as part of the move‑in process (pets, allotments, etc.). Ensure all lease paperwork is completed and entered into the system.
Respond to and manage resident complaints and/or service issues and coordinate with appropriate staff to address and resolve resident concerns.
Support residents during the move‑out process, which may include notice to vacate and resident transfers.
Manage resident lease process, including finalizing leases with residents and providing information regarding the community and resident services.
Perform post‑turn unit inspections and complete move‑in inventory inspections with new residents.
Follow up with residents who have requested work orders/services or expressed issues/concerns with the community.
Handle lease renewal notifications and timely resident notices to renew or vacate.
Work in conjunction with the maintenance team to ensure service requests are assigned and scheduled appropriately and completed in a timely manner.
Ensure services rendered have been completed according to LMH standards and meet resident satisfaction.
Promote positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident satisfaction.
Participate in outreach marketing activities (e.g., market surveys, scouting competitors, etc.) on a regular basis to obtain prospective residents.
Perform general office duties (e.g., phones, filing, special projects and assignments as needed).
Perform various administrative and computer tasks, email communications, and input of information/data into various software and information systems (Payscan, Yardi, and other company‑related systems).
Compose and distribute correspondence/notices (e.g., 3‑day move‑out charges, renewals, and other important resident notices that pertain to maintenance services).
Participate in property walks/inspections (grounds, common areas, parking lots, community rooms, make‑readies, quality control, etc.) to ensure the community is well maintained according to LMH’s quality standards.
Attend various department or regional meetings, resident or community events, seminars, and other work‑related events.
Comply with all OSHA safety regulations, local applicable laws regarding health, safety or environment, Fair Housing and LMH Standard Operating Procedures and Policies.
Operate a company or personal vehicle to travel to various locations for work purposes.
Qualifications
Position requires 6 months+ of residential property management or customer service role preferred.
Proficiency in personal computer skills, keyboard, Internet search, email correspondence, math, Microsoft Office (Word, Excel), and other software applications (e.g., Yardi, Payscan).
Effective communication and interaction with customers, vendors, management, co‑workers; sufficient to exchange or convey information and to give and receive work direction.
Ability to work in a fast‑paced environment, multi‑task, prioritize, and complete assigned duties to ensure operational objectives are achieved.
Must possess a positive and professional demeanor in all interactions, under all circumstances.
Must possess a valid driver's license. Ability to operate a company or personal vehicle or electric cart.
Must be available to work a flexible schedule, including weekends, off‑hours, and emergencies as required.
Pay Range: $18.00 – $21.00 Hourly
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About Liberty Military Housing: Liberty Military Housing is one of the largest providers of military family housing in the United States. In partnership with the U.S. military, we are committed to delivering safe, high-quality homes and exceptional service to the families of men and women who serve our country. We’re seeking dedicated team members for a variety of roles and offer excellent benefits, training, development, and opportunities for advancement. If you’re ready to grow your career and become an employee owner, explore our current opportunities today.
Benefits
Platinum-Level Medical, Dental & Vision Coverage with affordable premiums
Employee Stock Ownership Plan (ESOP) – become an employee owner with retirement savings
401(k) Retirement Plan with Company Match
Education Reimbursement up to $5,250 per year
Generous Paid Time Off, including vacation, sick time, and 11 paid holidays
Wellness Benefits, including free gym access and additional wellness programs
Career Growth Opportunities – immersive, hands‑on training designed to elevate your skills, help you advance, and build a rewarding long‑term career with a company that truly invests in your future
Life and AD&D Insurance
A Day in the Life of a Customer Service Representative As a Customer Service Representative, you will be responsible for providing customer service to all prospective and current residents within a multi‑family residential community. Your role includes answering phones, taking and following up on service requests of our residents, and playing an instrumental part in the resident move‑in process, which includes showing new homes, completing new leases, and ensuring residents’ needs are met. Your role requires effective customer service skills and the ability to work efficiently and effectively and deliver on our mission of providing exemplary service in accordance with Liberty Military Housing’s quality customer satisfaction standards.
Your Responsibilities Include, But Not Limited To
Assist prospective residents with information regarding their lease, the community, and the move‑in process.
Prepare lease documents for residents as part of the move‑in process (pets, allotments, etc.). Ensure all lease paperwork is completed and entered into the system.
Respond to and manage resident complaints and/or service issues and coordinate with appropriate staff to address and resolve resident concerns.
Support residents during the move‑out process, which may include notice to vacate and resident transfers.
Manage resident lease process, including finalizing leases with residents and providing information regarding the community and resident services.
Perform post‑turn unit inspections and complete move‑in inventory inspections with new residents.
Follow up with residents who have requested work orders/services or expressed issues/concerns with the community.
Handle lease renewal notifications and timely resident notices to renew or vacate.
Work in conjunction with the maintenance team to ensure service requests are assigned and scheduled appropriately and completed in a timely manner.
Ensure services rendered have been completed according to LMH standards and meet resident satisfaction.
Promote positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident satisfaction.
Participate in outreach marketing activities (e.g., market surveys, scouting competitors, etc.) on a regular basis to obtain prospective residents.
Perform general office duties (e.g., phones, filing, special projects and assignments as needed).
Perform various administrative and computer tasks, email communications, and input of information/data into various software and information systems (Payscan, Yardi, and other company‑related systems).
Compose and distribute correspondence/notices (e.g., 3‑day move‑out charges, renewals, and other important resident notices that pertain to maintenance services).
Participate in property walks/inspections (grounds, common areas, parking lots, community rooms, make‑readies, quality control, etc.) to ensure the community is well maintained according to LMH’s quality standards.
Attend various department or regional meetings, resident or community events, seminars, and other work‑related events.
Comply with all OSHA safety regulations, local applicable laws regarding health, safety or environment, Fair Housing and LMH Standard Operating Procedures and Policies.
Operate a company or personal vehicle to travel to various locations for work purposes.
Qualifications
Position requires 6 months+ of residential property management or customer service role preferred.
Proficiency in personal computer skills, keyboard, Internet search, email correspondence, math, Microsoft Office (Word, Excel), and other software applications (e.g., Yardi, Payscan).
Effective communication and interaction with customers, vendors, management, co‑workers; sufficient to exchange or convey information and to give and receive work direction.
Ability to work in a fast‑paced environment, multi‑task, prioritize, and complete assigned duties to ensure operational objectives are achieved.
Must possess a positive and professional demeanor in all interactions, under all circumstances.
Must possess a valid driver's license. Ability to operate a company or personal vehicle or electric cart.
Must be available to work a flexible schedule, including weekends, off‑hours, and emergencies as required.
Pay Range: $18.00 – $21.00 Hourly
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