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Customer Service Representative

1 month ago

Raleigh, United States Highwoods Properties Full time
Description

Is This Role Right for You?

This role is ideal for someone who thrives on curiosity, problem-solving, and teamwork. If you possess strong communication skills and believe that there is always a solution, you might be the perfect fit. If you are passionate about serving both internal and external customers, enjoy wearing multiple hats in a fast-paced environment, and have fun engaging with others, this role is for you

Join Our Team:

At Highwoods Properties, you'll be part of a dynamic environment where your contributions directly impact customer satisfaction and the success of our operations. If you enjoy problem-solving, collaboration, and providing top-notch customer service, apply now to join our team

As a Customer Service Representative at Highwoods Properties, you will be the front line of support, providing essential assistance by delivering helpful information, answering questions, and resolving requests. Your primary responsibilities include managing inbound and internally created work orders, responding to calls and electronic requests, and supporting additional office functions as needed. You will handle relationship management with field market office personnel, update customer and property information in our work order management systems (ServiceLink, Building Engines, and Prism), and adapt to evolving tasks to meet customer needs. You will also support market teams with resource creation, system improvements, and amenities as required.

Key Responsibilities:

  • Work Order Management:
    • Manage inbound and outbound customer/vendor requests via phone, web, chat, and email.
    • Dispatch maintenance work order items to appropriate personnel.
    • Follow up with customers to ensure timely and effective responses.
    • Document all actions related to customer work order activities.
  • Customer Relations:
    • Provide professional and thorough customer service to maximize customer relations.
    • Serve as a liaison to the field market teams for all related customer activities.
    • Conduct periodic visits to market offices or related assets to support special customer functions/events.
    • Maintain various customer reporting tools to track and trend customer activity.
    • Assist with escalated customer issues by coordinating effective communication with market management.
    • Responsibilities may evolve with changing customer needs and include supporting market teams by creating resources, streamlining systems, and assisting with amenities.
  • System Management:
    • Support the ongoing efforts to update customer/property information in the Highwoods work order management systems (Building Engines, and Prism).
    • Assist with the execution and periodic support of the Highwoods Preventative Maintenance program.
    • Review vendors work order management, ensuring timely and proper execution.
    • Assist with the daily integration of asset information into Building Engines, Prism and additional systems as needed.
    • Participate in the testing and implementation of new work order management functionality and features.
  • Office & Administrative Support:
    • Assist with mail collection, distribution, and outbound shipping, including express and priority services.
    • Manage inventory and replenishment of office and breakroom supplies.
    • Utilize mail machines and shipping service-based printing equipment.
    • Perform general administrative tasks as required by other shared services teams

Hours:

  • Monday - Friday - Variable Shifts (7:30am - 4:30pm, 8am - 5pm)
  • Shifts may be adjusted during inclement weather, such as hurricanes, to meet specific market needs.

Requirements:

  • Onsite presence is required for this position
  • Energized by helping others with strong problem-solving skills
  • Strong interpersonal skills
  • Enjoys teamwork but can work independently and stay on task
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Must be able to work effectively in high-paced, ever-changing environment and demonstrate multi-tasking abilities
  • Excellent written and oral communication skills
  • Ability to communicate clearly with both technical and non-technical audiences
  • Must be organized and structured
  • Detail-oriented and understands how small issues can escalate into larger problems
  • Building Engines or Prism software experience is a plus

Education/Experience:

  • High School Diploma or equivalent certificate required.
  • 1-3 years of related experience/training.
  • Experience working with real estate work order management systems preferred.
  • Intermediate experience with MS Office, including Word, Excel, and Access required.
  • 1-3 years of call center experience (direct/indirect) preferred.

Work Environment

This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Work is of a general office nature; while performing the duties of this job, the employee is regularly required to talk, hear, and see; required to use arms and hands to reach and handle; typing on a computer keyboard and using a phone required. Ability to read, understand, and to communicate information and ideas clearly in writing and orally required. The employee may occasionally need to climb, balance, stoop, kneel, or crouch; and lift and/or move up to 10 pounds.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)