Customer Service Representative - Field Services
Invitation Homes, Roseville, CA, 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, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Work Environment
Standard office working environment that may be busy and noisy at times.
Salary Range
The salary range for this position is: $19.69 - $34.13, 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)
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law.
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, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Work Environment
Standard office working environment that may be busy and noisy at times.
Salary Range
The salary range for this position is: $19.69 - $34.13, 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)
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law.