Job SummarySenior Customer Service Representative- Is responsible for providing customer service support at the regional level to ensure our residents have a positive experience while living at our Lincoln Military Housing communities. This role serves as a resource and subject matter expert for the Customer Service Representative, including training and mentoring the CSR team. This role requires excellent customer service skills and the ability to resolve complex issues in a timely and professional manner while delivering on our mission of providing exemplary service in accordance with Lincoln Military Housing’s quality customer satisfaction standards.
Essential Duties / Responsibilities (but not limited to)• Handle resident concerns or requests that are escalated to the regional level.• Assists prospective residents with information regarding their lease, the community, and the move in process.• Responsible for responding to and managing resident complaints and/or service issues and may coordinate with appropriate staff to address and resolve resident concerns.• Respond to social media postings (Facebook and other social media outlets)• Serves as the Lincoln Military Housing representative for the Resident Advisory Board.• Promotes positive resident relations by connecting with residents and building appropriate rapport to understand needs, expectations, and requirements in order to ensure services rendered have been completed according to LMH standards and meet resident’s satisfaction.• Works in conjunction with district team to ensure service requests are assigned and scheduled appropriately and completed in a timely manner.• Provides proactive communication to the resident regarding the status and time estimation of service requests.• Work with CSR team to guide and provide on the job training and/or classroom training on customer service skills, service recovery and improvements to existing customer service processes.• Ensure any important/critical issues are communicated and escalated to Regional Management staff (RPM,RVP)• Demonstrate outstanding service to identify the source of the resident's issue and work to resolve inquiries in a timely and professional manner.• May perform post-turn unit inspections and complete move-in inventory inspections with new residents.• Follow-up with residents who have requested work-order/services or expressed issues/concerns with the community.• Participates in outreach marketing activities (i.e. market surveys, shop competitors, etc.) on a regular basis to obtain prospective residents.• Performs other general office duties (i.e. phones, filing, special projects and assignments as needed).• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Payscan, Yardi, and other company-related systems).• Composing and distributing of correspondence regarding information that affects our residents and customer service.• May participate in property walks / inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community is well maintained according to LMH’s quality standards.• Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.• Complies with all OSHA safety regulations, local applicable laws regarding health, safety or environment, Fair Housing and LMH Standard Operating Procedures and Policies.
Skills/ Qualifications:• Position requires 2-4 years in a customer service role (property management experience a plus).• Demonstrated skills in the area of customer service, customer resolution, strong written and verbal communication skills.• Proven experience in a senior or supervisory role with the ability to train and mentor employees.• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).• Proficiency in written, grammar and verbal communication skills.• Ability to effectively interact 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.• Ability to operate a motor vehicle (valid license required).• Must be available to work a flexible scheduled, including weekends, off-hours and emergencies as required.
Supervisory ResponsibilitiesThis position does not have supervisory responsibilities.
Physical Requirements and Working Conditions• Ability to safely and successfully perform the essential job functions consistent with ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.• The position requires mobility within the office and the ability to operate a computer, phone and other office machinery such as a scanner and copy machine.• Position may require climbing stairs as well as walking and standing for long periods of time.• Must be able to deal with a fast-paced, constantly changing work environment, including handling multiple tasks on a daily basis.• May require use of personal/company vehicle or electrical cart.• Ability to travel to other regional locations for work, training, meetings and other work-related activities.• Must be able to fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook or otherwise communicated (verbally or writing) to employees.