Customer Care Representative

3 weeks ago

Oceanside, United States Liberty Military Housing Full time
Overview

Liberty Military Housing - Own your passion for service

At Liberty Military Housingwe're here to serve those who serve our country by providing military families with comfortable, well-maintained homes in inviting communities across the United States. We take great pride in our highly trained team of professionals. With a blend of property management and military backgrounds, our employee-owners bring a proactive, solution-oriented mindset, along with unparalleled levels of empathy and understanding for our residents and one another.

Liberty Military Housing is dedicated to helping our employees develop personally and professionally and provides an unprecedented 150+ hours of professional development annually to each employee-owner. Camaraderie and collaboration form the foundation of our culture. We put people first, honoring one another's diverse experiences, ideas, and contributions to our shared success. We strive to bring out the best in each other so we can do outstanding work and positively impact the lives of military families.

We're always looking for dedicated team members in a variety of roles to help create meaningful results that help us meet our company goals. We offer an excellent benefits package, training, development, and opportunities for advancement, so if you're ready to grow your career, take a look at our current job openings and become an employee-owner at Liberty Military Housing.

Responsibilities

A Day in the Life of a Customer Care Representative:

As a Liberty Military Housing Customer Care Representative, you will be responsible for providing customer service for all past and current residents within a multi-family residential community. Your role will include answering phones to answer resident concerns regarding their accounts and other general questions. Your role will require effective customer service skills and the ability to work efficiently, effectively, and deliver on our mission of providing exemplary service in accordance with Liberty Military Housing's quality customer satisfaction standards.

Your Responsibilities include, but not limited to:

  • Responding to and managing resident concerns and questions and may coordinate with appropriate staff to address and resolve resident communication.
  • Promoting positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident's satisfaction and according to LMH standards.
  • Supporting residents during the move-out process, which may include move out accounting, collection of outstanding balances owed, preparing and sending delinquency letters, as well as residency verification requests.
  • Assisting with adjusting resident ledgers; preparing/reconciling delinquency reports; preparing and submitting write-off packages.
  • Attending monthly call monitoring meetings with Lead/Customer Care Supervisor to measure performance per guidelines.
  • Contacting the applicable public service response organization (fire department, police, EMS, etc.) in the case of emergency (fire, criminal activity, death, severe water damage, or other major catastrophes) and Customer Care Supervisor. Follows applicable emergency procedures.
  • Performing various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Excel, Access, and other company-related software).
  • Participating in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.
Qualifications

What You Need for Success:
  • 6 months of residential property management or customer service role preferred.
  • Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
  • Effective communication and interaction with residents, 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). May require use of personal vehicle.
  • Must be available to work a flexible schedule, including weekends, off-hours and emergencies as required.
  • 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.
  • High school diploma or GED required.
  • Must be able to talk, listen, and speak clearly on telephone.
  • Must be able to deal with a fast-paced, continually changing work environment, including handling multiple tasks daily.
What We Provide You:

Liberty Military Housing takes into consideration everything from career development to family matters, and health & wellness. We are committed to offering our team members a wide range of benefits, including the following:
  • Medical/Dental/Vision Insurance*
  • Life and AD&D Insurance
  • 401k Retirement Plan w/company match
  • Employee Stock Ownership plan
  • Incentive Bonus Program
  • 10 Paid holidays per year
  • 40 hours Paid Sick Leave per year**
  • 80 hours Paid Vacation per year**

* Medical/Dental/Vision insurance eligible after 30 days of full-time employment.

**Vacation and sick time are based on the employee's hire date.

Pay Range $19.00 - $26.00 hourly plus bonus

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