Client Relations Specialist

1 week ago

Silver Spring, Maryland, United States Leisure World of Maryland Full time
Job Overview

Position Title: Customer Service Representative

Employment Type: Full-Time - 40 hours weekly

Compensation: $19.50 per hour

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

Work Schedule: Monday to Friday, 8:00 AM to 4:30 PM


The ideal candidate should possess a minimum of one year of experience in customer service. Strong communication skills are essential, along with the ability to interact with vendors, internal stakeholders, and clients with professionalism, patience, and respect.

Leisure World of Maryland Corporation is in search of a dedicated Customer Service Representative to handle requests, create initial work orders, issue invoices, and process payments for maintenance and repair services provided by various trades within the Physical Properties Department.

Key Responsibilities:

  • Manage in-person, telephone, and written service requests for the Physical Properties Department.
  • Ensure immediate processing of in-person and phone requests, while written requests are addressed within 24 hours.
  • Answer phone calls within three rings in a friendly and helpful manner.
  • Generate initial work orders and coordinate scheduling of requests.
  • Ensure accuracy of work orders and distribute them promptly to the relevant trades 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 responses 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 discuss scheduling and available time.

Maintain and prepare service schedules for various trades within the Physical Properties Department.

  • Ensure schedules are accurate and shared among other customer service representatives to avoid double bookings.
  • Assist the foreman with rescheduling as needed throughout the day.

Ensure completed service tickets are accurately entered into the appropriate resident files.

Maintain and update an annual list of alternative service providers, available to customers upon request.

Promote exceptional customer service in every interaction with clients.

  • Greet and assist every customer promptly and courteously.
  • Handle customer service requests efficiently and in a timely manner.
  • Organize workflow to meet customer deadlines effectively.
  • Present and discuss products and services offered, ensuring a quality and professional image.
  • Manage telephone communications with professionalism and clarity.
  • Address customer inquiries, complaints, and concerns immediately, facilitating satisfactory resolutions.
  • Understand and appropriately apply the company’s pricing system and policies.

Qualifications:

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


Skills Required:

  • Proficiency in MS Office and database management software.
  • Ability to interact with vendors, internal customers, and residents with professionalism and courtesy.
  • Capability to read, interpret, and apply rules, regulations, policies, and procedures.
  • Effective oral and written communication skills.
  • Adept at identifying and meeting customer needs and requirements.
  • Strong organizational and time management skills, with the ability to multitask efficiently.
  • Exceptional phone and customer service skills.

This position offers a challenging and rewarding environment with numerous opportunities for professional growth and achievement.

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