Customer Service Representative

2 weeks ago

Scottsdale, Arizona, United States Rentprogress Full time

Client Relations Associate

Job Overview

RentProgress is a leading provider of high-quality, single-family rental properties across the United States. With a portfolio exceeding 75,000 homes in rapidly expanding markets, we offer our residents the flexibility and convenience of living in a single-family residence without the responsibilities of home ownership.

At RentProgress, we are dedicated to simplifying the home rental experience for over 100,000 residents by empowering our team members and investing in innovative systems and technology. Our portfolio has experienced significant growth in recent years, and we anticipate continued demand for professionally managed single-family rental homes.

Employment with RentProgress is contingent upon a satisfactory background check and drug screening, as well as proof of full vaccination against COVID-19, subject to applicable accommodations based on disability or religious beliefs.

Position Summary

The Client Relations Associate is tasked with promptly and accurately addressing inbound customer service inquiries via phone and email. The ideal candidate will possess exceptional customer service skills and analytical thinking to enhance our service center model into a comprehensive help desk. This role will operate under the direct supervision of the Director of Customer Care. Remote work options are available.

Key Responsibilities

  • Respond to inbound phone inquiries from customers, providing quality and accurate responses while managing and resolving customer complaints.
  • Handle incoming emails using established scripts and methodologies.
  • Conduct research using various systems and resources to gather necessary information.
  • Utilize analytical and critical thinking skills for incoming inquiries to help develop future scripts, processes, and structures to improve and expand customer service operations.
  • Direct calls, emails, and tickets to the appropriate back-office teams as needed.
  • Accurately document information in the system and ticketing software to ensure inquiries are recorded correctly.
  • Identify and escalate priority issues as necessary.
  • Proactively determine root causes of issues and recommend process improvements for future operations.

Qualifications

  • High school diploma or equivalent required.
  • 2-3 years of experience in an inbound call center environment.
  • Familiarity with call center metrics, reporting, and monitoring.
  • Experience in responding to customer emails.
  • Excellent verbal and written communication skills.
  • Experience with property management and lease review is a plus.
  • Familiarity with Yardi and Customer Relationship Management (CRM) systems.
  • Proficient in MS Office, Outlook, and internet applications.
  • Bi-lingual in Spanish is an advantage.
  • Strong attention to detail and accuracy.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Adaptable to feedback and changes as required.
  • Exceptional interpersonal skills, friendly and approachable demeanor.
  • Strong customer service orientation.
  • Professional appearance.
  • Willingness to work flexible shifts, including weekends.

What We Offer

RentProgress provides a comprehensive benefits package that includes competitive compensation, performance-based bonuses, and extensive healthcare coverage for you and your family. We also offer parental leave, paid time off, and 10 paid holidays, among other benefits.

Closing Statement

This summary does not encompass all job duties. Additional responsibilities may be assigned by the supervisor based on company needs.

RentProgress is an Equal Opportunity Employer.

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