Customer Service Specialist

2 weeks ago


San Diego, California, United States Liberty Military Housing Full time
Job Overview

Position Summary

Liberty Military Housing – Committed to Exceptional Service

At Liberty Military Housing, we are dedicated to serving military families by providing them with comfortable and well-maintained residences in welcoming communities across the nation. Our team comprises highly skilled professionals with backgrounds in property management and military service, fostering a proactive and solution-oriented approach, coupled with deep empathy and understanding for our residents.

Liberty Military Housing prioritizes the personal and professional growth of our employees, offering over 150 hours of professional development annually for each team member. Our culture is built on camaraderie and collaboration, where we value diverse experiences, ideas, and contributions, striving to bring out the best in one another to achieve outstanding results that positively impact military families.

We are continually seeking dedicated individuals for various roles to help us achieve our organizational goals. We provide an excellent benefits package, comprehensive training, and opportunities for career advancement, making it an ideal environment for those looking to grow their careers.


Key Responsibilities

A Day in the Life of a Customer Service Specialist:

As a Customer Service Specialist at Liberty Military Housing, your primary role will be to deliver exceptional customer service and support to our residents by addressing their inquiries and concerns efficiently and accurately. You will also provide essential administrative assistance to district offices nationwide.

  • This position is on-site and not remote.
  • Shift hours are from 1:00 PM to 9:30 PM.
  • Weekend availability is required.

Your Responsibilities Include:

  • Facilitating maintenance requests and ensuring that any issues are communicated to the National Call Center Manager for proper resolution.
  • Maintaining effective communication with the National Call Center Manager and supervisors regarding resident and employee feedback.
  • Participating in monthly performance evaluations with the Quality Assurance Supervisor.
  • Ensuring timely responses to messages from the answering service.
  • Safeguarding company property from damage or theft.
  • Achieving a service level of 70% or higher for calls answered within 30 seconds.
  • Maintaining an average of 5% total calls compared to all weekly answered calls.
  • Exhibiting a satisfactory attendance record with minimal tardiness and absences.
  • Assisting supervisors with daily updates to the HOT Items Board.
  • Contacting emergency maintenance personnel as needed.
  • Engaging with public service organizations in case of emergencies and following established procedures.
  • Supporting special projects as directed by management.
  • Participating in monthly coaching and training sessions.
  • Representing the company professionally at all times while interacting with residents and the public.
  • Performing various administrative tasks, including data entry and email communications.
  • Completing other duties as assigned.

Qualifications for Success:

  • High school diploma or GED is required.
  • Previous customer service experience is essential.
  • Flexibility to work weekends and evenings is necessary.
  • Experience in a call center environment is preferred.
  • A customer-centric attitude and a willingness to assist residents.
  • Understanding of resident needs and general maintenance service categories.
  • Strong verbal communication skills and exceptional listening abilities.
  • Aptitude for managing challenging call situations effectively.
  • Proficiency in computer applications (MS Office - Word, Excel, Outlook) and typing skills (minimum 35 wpm).

What We Offer:

Liberty Military Housing values the well-being of our employees and provides a comprehensive benefits package, including:

  • Medical, Dental, and Vision Insurance*
  • Life and AD&D Insurance
  • 401k Retirement Plan with company match
  • Employee Stock Ownership Plan
  • Incentive Bonus Program
  • 10 Paid Holidays annually
  • 40 hours of Paid Sick Leave each year**
  • 80 hours of Paid Vacation each year**

*Eligibility for Medical/Dental/Vision insurance begins after 30 days of full-time employment.

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

Compensation: $26.00 per hour plus bonuses.



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