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, our mission is to support military families by providing them with comfortable and well-maintained residences in welcoming communities throughout the United States. Our dedicated team, comprised of professionals with both property management and military experience, approaches every situation with a proactive and solution-oriented mindset, ensuring a high level of empathy and understanding for our residents.

Liberty Military Housing is focused on fostering personal and professional growth for our employees, offering over 150 hours of professional development each year to every employee-owner. Our culture is built on camaraderie and collaboration, valuing diverse experiences and contributions to our collective success. We aim to empower each other to excel in our roles and make a positive impact on the lives of military families.


Key Responsibilities

A Day in the Life of a Customer Service Specialist:

As a Customer Service Specialist at Liberty Military Housing, your primary responsibility will be to deliver outstanding customer service to our residents by addressing their inquiries and concerns promptly and accurately. You will also provide essential administrative support to our district offices across the nation.

  • This position is on-site and requires in-person attendance.
  • Shift hours are from 1:00 PM to 9:30 PM.
  • Weekend availability is mandatory.

Your Responsibilities Include, But Are Not Limited To:

  • Facilitating maintenance requests, ensuring any issues are communicated to the National Call Center Manager for resolution.
  • Maintaining effective communication with the National Call Center Manager and immediate supervisors regarding resident and employee feedback.
  • Participating in monthly performance monitoring sessions with the Quality Assurance Supervisor.
  • Ensuring timely responses to messages from the answering service.
  • Safeguarding company property against damage or theft.
  • Achieving a service level of 70% or higher for calls answered within 30 seconds.
  • Maintaining a satisfactory attendance record with minimal tardiness and absences.
  • Assisting supervisors with daily updates to the HOT Items Board.
  • Responding promptly to emergency maintenance situations in accordance with company guidelines.
  • Contacting emergency services as necessary during critical incidents.
  • Supporting special projects as directed by management.
  • Engaging in monthly coaching and training sessions as required.
  • Representing the company professionally at all times, maintaining a courteous demeanor with residents and colleagues.
  • Performing various administrative tasks, including data entry and email communications.
  • Completing additional duties as assigned.

Qualifications for Success:

  • High school diploma or GED is required.
  • Prior customer service experience is essential.
  • Availability for flexible scheduling, including weekends and evenings.
  • Experience in a call center environment is preferred.
  • A customer-centric attitude and a commitment to serving residents.
  • Understanding of resident needs and general maintenance service categories.
  • Strong verbal communication skills and effective listening abilities.
  • Capability to manage challenging phone interactions.
  • Proficiency in processing information accurately and efficiently.
  • Competence in computer skills, including MS Office applications and typing (minimum 35 wpm).

Benefits Offered:

Liberty Military Housing values the well-being of our employees and offers 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 accrued based on the employee's hire date.

Hourly Pay Rate: $26.00 plus bonuses.

#IND1



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