Resident Services Representative Trainee

3 weeks ago

Cockeysville, United States Hendersen-Webb Inc Full time
Job DescriptionJob Description

Position Summary: The Resident Services Representative will address all incoming calls and e-mails from our residents regarding questions, concerns, complaints for maintenance, rent, and resident relations.

Reporting Relationship: Reports to the Resident Services Supervisor

Essential Job Functions:

  • Conduct yourself in a professional manner at all times by being courteous to residents, vendors and co-workers, and treating them with respect.

  • Maintain confidentiality by not disclosing any information on a resident or a resident’s account with anyone including the police or law enforcement. Only discuss information with the leaseholder.

  • Be at your desk and ready to work at 8:30 am each day.

  • Know and follow all of the policies and procedures as provided in the Resident Services Guide. Situations that arise that are not explained in the Guide should be directed to your supervisor. Any changes to the Resident Services Guide should be directed to your supervisor for review.

  • Review account information to answer questions regarding the Rental Agreement requirements and renewals.

  • Review account ledgers for information regarding rental payments, fees, collection dates, and eviction dates.

  • Make out going eviction prevention calls, call backs to residents and bldg calls.

  • Complete proper follow-up on all calls, enter memos on accounts, forward information to the proper department or supervisor, and issue work order tickets for service requests.

  • Report any information related to a life, health, or safety hazard to a Supervisor immediately.

  • Report expired work orders or incomplete w/o on spreadsheet forward to supervisor
  • Assigned RS rep – forward extermination sheets to extermination department daily

  • Maintain confidentiality as it relates to communication with the media, law enforcement agencies, and utility companies.

  • Perform all other duties as assigned.

Qualifications/Competencies:

  • High School Diploma/GED.

  • 2 years of customer service or call center experience preferable.

  • Basic computer skills required including Word, Excel, and Outlook.

  • Ability to work independently with moderate supervision, and within a team setting.

  • Clear speaking voice, good communication and listening skills.

  • Must be responsible, reliable, organized, punctual, compassionate, and have the ability to maintain confidentiality.

  • Must be available to work Monday through Friday, 8:30 am-7:00 pm, with one day off per week that will change each month unless assigned to M-F 8:30am -5:00pm.

  • Must pass pre-employment grammar, spelling, and typing test.

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