Customer Service Associate

4 days ago

Tampa, Florida, United States Second Avenue Full time
Deliver Exceptional Customer Service as a Resident Experience Specialist

We are seeking a highly skilled and dedicated individual to join our team as a Resident Experience Specialist. As a key member of our service center, you will play a vital role in delivering exceptional customer service by promptly and accurately addressing inbound inquiries through phone and email.

This position is integral to evolving the service center model into an efficient help desk, and we're looking for someone with strong customer service skills and analytical thinking to join our team.

Key Responsibilities:
  • Respond to inbound phone inquiries from customers, ensuring responses are accurate and of high quality.
  • Manage and resolve customer inquiries and issues with a proactive 'I can help' attitude.
  • Provide dedicated and high-quality service to residents, displaying a positive sense of urgency.
  • Craft responses to incoming emails using established scripts and methodologies.
  • Employ analytical and critical thinking to enhance incoming inquiry handling, expediting resolutions for customers.
  • Research necessary information using multiple resources and systems.
  • Direct calls, emails, and inquiries/requests to relevant departments or individuals as needed.
  • Accurately document information within the system to ensure proper capture of inquiries.
  • Identify and escalate priority issues appropriately.
Requirements:
  • Bachelor's degree in Business, Accounting, Finance, or related field strongly preferred.
  • Three years of experience in inbound call centers, real estate/property management, or customer service.
  • Bilingual (Spanish) proficiency preferred, though not required.
  • Excellent verbal and written communication skills.
  • Strong conflict resolution and active listening skills centered around empathy and top-tier customer service.
  • Familiarity with call center metrics and Key Performance Indicators (KPIs).
  • Proficiency in computer use, including Microsoft Outlook, Word, and Excel.
  • Ability to effectively prioritize and multitask within a fast-paced environment.
  • Positive, friendly attitude and adept at collaborative work.
Compensation:

$55,000 per year, plus benefits package including medical, vision and dental insurance, employer-paid short- and long-term disability, 401(k), paid holidays and vacation.

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