Field Services Customer Support Specialist

2 weeks ago

Kennedy Space Center, United States Invitation Homes Full time

Company Overview

Invitation Homes is a dynamic and rapidly growing organization that specializes in providing high-quality rental homes in sought-after communities across the United States. As a leader in the home leasing sector, we manage approximately 80,000 properties, ensuring our residents enjoy a clean, safe, and functional living environment.

Team Structure

Our market teams encompass Leasing and Property Management, alongside our dedicated Rehab, Turns & Maintenance professionals. Together, we strive to deliver exceptional experiences for our residents from the moment they move in, throughout their lease, and during their transition out of our homes.

Position Overview

We are currently in search of motivated individuals to join our team as Customer Service Representatives - Field Services (CSR-FS). This role is pivotal in providing administrative assistance, customer support, and maintenance solutions to our residents and stakeholders in a fast-paced, high-volume setting. The CSR-FS will oversee the daily service dashboard, manage bids and work order approvals, and support the Rehab, Turns, and Maintenance (RTM) team, reporting directly to a Regional Manager.

Key Responsibilities

  • Oversee the maintenance dashboard and task center to ensure prompt responses to work order dispatch approvals and other communications.
  • Evaluate turn & rehab dashboards to guarantee proper task execution and address flagged exceptions.
  • Utilize reporting tools to monitor performance and compliance metrics.
  • Coordinate the daily schedules and assignments of Maintenance Technicians and/or Superintendents for optimal efficiency.
  • Review and authorize or decline work order proposals within approval limits, ensuring accuracy in scope, documentation, and pricing.
  • Assist in the research and coordination of vacant utility issues to ensure timely activation.
  • Manage eviction schedules and personal property holds, coordinating necessary clean-outs or removals.
  • Reschedule in-home work orders directly with residents as needed.
  • Act as the primary contact for RTM-related resident escalations, collaborating with internal teams for effective resolution.
  • Meet with residents to address and resolve escalated maintenance concerns.
  • Schedule new and pre-acquisition budget walks with Superintendents, as well as resident orientations and pre-move-out visits.
  • Perform additional duties as assigned.
Qualifications
  • High School Diploma or GED required.
  • A minimum of 2 years of experience in customer service or administrative roles.
  • Experience in property management or maintenance is preferred.
Skills and Competencies
  • Ability to thrive under pressure.
  • Exceptional organizational skills with keen attention to detail.
  • Strong verbal and written communication abilities.
  • Effective customer service and conflict resolution skills.
  • Collaborative team player.
  • Intermediate proficiency in MS Word, Excel, Outlook, and Adobe.
  • Proficient problem-solving skills.
Additional Requirements
  • Professional appearance is essential.
  • Consistent attendance is required; overtime may be necessary.
Physical and Mental Demands

This role involves extended periods of sitting and using office equipment and computers. Light lifting of supplies and materials, up to 20 pounds, may be required, along with reaching, stooping, standing, and walking. The position necessitates effective communication, analysis, and coordination skills. Reasonable accommodations may be made for individuals with disabilities to perform essential job functions.

Work Environment

The work environment is a standard office setting that may experience busy and noisy periods.

Compensation and Benefits

To attract and retain top talent, we offer competitive compensation and benefits, including:
  • Annual bonus program.
  • Health, dental, vision, and life insurance.
  • Long-term and short-term disability insurance.
  • Generous paid time off plans, including vacation accrual, sick time, standard holidays, and floating holidays.
  • 401(k) with company matching contributions.
  • A positive work environment with a casual dress code.
  • Team events and gatherings.
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive, and innovative environment. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other factor protected by applicable law.

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