Customer Service Representative

4 days ago

Ann Arbor, United States Oxford Companies Full time
Description

What does a career at Oxford mean?
A career at Oxford means becoming a part of a diverse group of remarkable professionals that work hard and play hard. We hire the best, train like crazy, and take care of our people like family. Our work style is collaborative, open, and welcoming of new ideas.

Ready to make a change and join a dynamic team of dedicated and experienced professionals?

What we're looking for:
Oxford Property Management is currently seeking a detail oriented team player to fill our Customer Service Associate position. This position is primarily responsible for providing exceptional customer services to our tenants/residents, vendors, clients, team members, and the general public. Key responsibilities include, but are not limited to:
  1. Act as a primary point of contact for all incoming maintenance phone calls and emails; provide customer service and customer service support. Provide information and answer questions about maintenance services provided. Forward all non-maintenance calls to the appropriate person(s)/department.
  2. Respond quickly and courteously to resident/tenant requests for maintenance service; enter work orders and dispatches accordingly.
  3. Receive and assign work orders from Property Management, Building Techs, Building Engineers, and Lead Engineers.
  4. Conduct follow up emails to residents and tenants as needed to ensure proper service resolution.
  5. Check reception and maintenance voice mailboxes, forward messages accordingly or returns calls as appropriate.
  6. Check reception and maintenance email account(s), forward and/or respond to messages accordingly; processes applicable service requests.
  7. Assess resident/tenant issues and determine whether or not they need to be escalated to Property Management and/or beyond.
  8. Contact vendors to schedule appointments, report problems, or request follow up on services provided.
  9. Enter and manage all recurring work orders based on the annual building maintenance schedule.
  10. Communicate with Property Management and Chief Engineer/Director of Facilities to ensure awareness of ongoing resident/tenant issues.
  11. Provide additional support to the Director of Facilities and field teams as needed.
  12. Send tenant notices about maintenance issues and scheduling future work to be completed etc
Qualifications:
  1. Must have friendly and positive attitude / demeanor.
  2. Associate's Degree and 2 or more years related experience; or equivalent.
  3. Ability to quickly learn to use any CRM or property management software packages. Previous Yardi experience a plus.
  4. Previous dispatching/call center experience a plus, but not required.
  5. Ability to successfully multitask and prioritize.
  6. Demonstrate strong oral and written communication skills; ability to correspond in a professional, courteous, businesslike manner and speak effectively before groups of customers.
  7. Ability to work well independently as well as in a team environment.
  8. Effective problem identification and problem-solving skills.
  9. Capacity to provide excellent customer service.

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