Customer Service Representative

2 days ago


Scottsdale, Arizona, United States Rentprogress Full time
Job Description

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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