Customer Service Representative
2 days ago
Progress Residential is a leading provider of high-quality, single-family rental homes in the United States. We are seeking a highly skilled Customer Care Associate to join our team.
The ideal candidate will possess excellent customer service skills, analytical thinking, and the ability to work in a fast-paced environment. As a Customer Care Associate, you will be responsible for timely and accurate responses to inbound customer service inquiries via phone and email.
Key Responsibilities:
- Answer inbound phone inquiries from customers, providing quality and accurate responses to manage and resolve customer complaints.
- Respond to incoming emails using standard scripts and methodologies.
- Research required information using multiple systems and resources.
- Analytical and critical thinking to help develop future scripts, processes, and structures to streamline and grow customer service process and model.
- Route calls, emails, and tickets to appropriate back office individuals and groups as needed.
- Accurately complete and document information in system and ticket to ensure inquiry is captured correctly.
- Identify and escalate priority issues.
- Proactively identify root causes of issues and make recommendations for process improvements.
Requirements:
- High school diploma or equivalent required.
- 2-3 years inbound call center experience in a fast-paced environment.
- Familiar with call center metrics, reporting, and call monitoring.
- Experience responding to customer emails.
- Excellent verbal and written communication skills.
- Experience with property management and lease review a plus.
- Experience working with Yardi and Customer Relationship Management Systems (CRM).
- Proficient with MS Office, Outlook, and Internet applications.
- Bi-lingual Spanish a plus.
- Superb accuracy and attention to detail.
- Ability to prioritize and multi-task in a fast-paced environment.
- Adaptable to feedback and requested changes.
- Excellent interpersonal skills, genuinely friendly and approachable.
- Strong customer service skills.
- Professional appearance.
- Ability to work a flexible shift and hours including weekends.
We offer a competitive compensation package, including a performance-based bonus, comprehensive healthcare coverage, parental leave, paid time off, and 10 paid holidays. If you are a motivated and customer-focused individual, we encourage you to apply for this exciting opportunity.
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