Customer Service Specialist

2 weeks ago


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

Position Overview:

Liberty Military Housing: Committed to Service Excellence

At Liberty Military Housing, we are dedicated to serving those who serve our nation by offering military families comfortable and well-maintained residences in welcoming communities throughout the United States. Our team comprises highly trained professionals with backgrounds in property management and military service, fostering a proactive and solution-focused approach, along with exceptional empathy and understanding for our residents and each other.

Liberty Military Housing is committed to the personal and professional growth of our employees, providing over 150 hours of professional development annually for each team member. Our culture is built on camaraderie and collaboration, prioritizing people and honoring diverse experiences, ideas, and contributions to our collective success. We aim to bring out the best in one another to achieve outstanding results and positively impact the lives of military families.

We are consistently seeking dedicated individuals across various roles to help us achieve meaningful outcomes aligned with our organizational goals. We offer a comprehensive benefits package, training, development opportunities, and pathways for career advancement.

Key Responsibilities:

A Day in the Life of a Customer Service Specialist:

As a Customer Service Specialist at Liberty Military Housing, you will play a crucial role in delivering exceptional customer service and support to our residents by addressing their inquiries and concerns with efficiency and accuracy. Additionally, you will provide administrative assistance to district offices nationwide.

  • This position is on-site.
  • Shift hours are from 1:00 PM to 9:30 PM.
  • Weekend availability is required.

Your Responsibilities Include:

  • Facilitating maintenance requests and ensuring any issues are communicated to the National Call Center Manager for resolution.
  • Effectively communicating with management regarding resident and employee concerns.
  • Participating in monthly performance monitoring sessions with the Quality Assurance Supervisor.
  • Managing dispatch schedules to ensure timely responses to messages from the answering service.
  • Safeguarding company property from damage or theft.
  • Maintaining a service level of 70% or higher by answering calls within 30 seconds.
  • Achieving an average of 5% total calls compared to all weekly answered calls.
  • Upholding a satisfactory attendance record with minimal tardiness and absences.
  • Assisting supervisors with daily updates to the HOT Items Board and binder.
  • Contacting emergency maintenance personnel as situations arise, following established guidelines.
  • Engaging with public service organizations in emergencies and adhering to emergency procedures.
  • Supporting management with special projects as needed.
  • Participating in monthly coaching and training workshops as directed.
  • Representing the company professionally at all times and maintaining a courteous demeanor with residents and colleagues.
  • Performing various administrative tasks, including data entry and communication via company software.
  • Completing other duties as assigned.

Qualifications for Success:

  • High school diploma or GED is required.
  • Prior customer service experience is necessary.
  • Flexibility to work weekends and evenings is essential.
  • Experience in a call center environment is preferred.
  • A customer-focused attitude and a commitment to serving residents.
  • Understanding of resident needs and knowledge of property locations and maintenance services.
  • Excellent verbal communication skills and strong listening abilities.
  • Aptitude for managing challenging phone interactions.
  • Ability to process information accurately and efficiently.
  • Proficiency in computer applications (MS Office - Word, Excel, Outlook) and typing skills (minimum 35 wpm).

What We Offer:

Liberty Military Housing values career development, family well-being, and health. We provide 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 per year
  • 40 hours Paid Sick Leave per year**
  • 80 hours Paid Vacation per year**

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

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

Compensation: Pay rate is $26.00 per hour plus bonuses.



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