Client Support Specialist

2 weeks ago

Silver Spring, Maryland, United States Leisure World of Maryland Corporation Full time

Position Title: Customer Service Representative

Employment Type: Full-Time - 40 hours per week

Compensation: $19.50 per hour

Benefits Offered: Medical, Dental, Vision, Life Insurance, Long-Term Disability, and 401(k)

Work Schedule: Monday - Friday, 8:00 am - 4:30 pm

The successful candidate will possess a minimum of one year of experience in a customer service role. Exceptional communication skills are essential, along with the ability to interact with vendors, internal clients, and residents with professionalism, patience, and respect.

Company Overview: Leisure World of Maryland Corporation is seeking a dedicated Customer Service Representative to manage requests, create initial work orders, generate invoices, and process payments for maintenance and repair services within the Physical Properties Department.

Key Responsibilities:

  • Handle in-person, phone, and written service requests efficiently.
  • Ensure immediate processing of in-person and phone requests, with written requests addressed within 24 hours.
  • Answer phone calls within three rings in a friendly and helpful manner.
  • Generate and schedule initial work orders accurately.
  • Ensure timely distribution of work orders to the appropriate personnel.
  • Create invoices upon completion of service work.
  • Process invoices daily when feasible, ensuring all are completed by month-end.
  • Investigate customer accounts and provide information regarding services or invoices.
  • Resolve all issues, including billing discrepancies and service complaints, by the agreed resolution date.
  • Act as a liaison with the foreman of various trades within the Physical Properties Department.
  • Communicate with the foreman at the start of each workday to assess available scheduling time.

Service Scheduling:
  • Maintain accurate service schedules for various trades.
  • Coordinate information among Customer Service Representatives to prevent double bookings.
  • Assist the foreman with rescheduling as needed.
  • Provide ongoing support to the foreman throughout the day to adjust schedules as necessary.

Record Keeping: Ensure completed service tickets are accurately filed in the appropriate resident records.

Provider Management: Maintain and annually update a list of alternative service providers, available to customers upon request.

Customer Service Excellence:
  • Greet and assist every customer promptly and courteously.
  • Process customer service requests efficiently and with respect.
  • Organize workflow to meet customer expectations.
  • Effectively present and discuss products and services offered, ensuring a high standard of quality and understanding of customer needs.
  • Manage phone interactions professionally and efficiently.
  • Address customer inquiries, complaints, and concerns promptly, facilitating satisfactory resolutions.
  • Understand and apply the company’s pricing system and policies appropriately.

Qualifications:

High school diploma or GED equivalent is required; an Associate's Degree is preferred.

Skills Required:
  • Proficient in MS Office and database management software.
  • Ability to interact with vendors, internal clients, and residents with professionalism and courtesy.
  • Capability to read, interpret, and apply rules, regulations, policies, and procedures.
  • Strong oral and written communication skills.
  • Ability to identify and fulfill customer needs and requirements.
  • Demonstrated organizational and time management skills, with the ability to multitask effectively.
  • Exceptional phone and customer service abilities.

We offer a dynamic and rewarding work environment with numerous opportunities for professional growth and development.

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