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Customer Service Representative

2 months ago


Charlotte, North Carolina, United States Invitation Homes Full time

Job Summary

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Invitation Homes. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our residents, responding to their inquiries, and resolving any issues in a timely and professional manner.

Key Responsibilities

  • Monitor maintenance dashboard and task center daily to ensure timely response to work order dispatch approvals, request for information, escalations, and other communications.
  • Review turn & rehab dashboards to ensure proper task execution and respond to flagged exceptions.
  • Utilize reporting to monitor performance and compliance.
  • Manage the Maintenance Technician and/or Superintendent daily schedules & assignments to ensure optimum efficiency.
  • Review and approve/decline work order proposals within approval limit, verifying proper scope, documentation, and pricing.
  • Assist in researching and coordinating vacant utility issues to ensure utilities are activated in a timely manner.
  • Manage and facilitate eviction schedules and personal property holds; coordinate eviction clean-outs and/or personal property removal.
  • Reschedule in-home work orders directly with resident when necessary.
  • Serve as first point of contact for RTM related resident escalations and collaborate with internal teams to ensure appropriate corrective action and communication.
  • Meet with and assist residents with resolving escalated maintenance issues Schedule new and pre-acquisitions budget walks to be performed by Superintendents as well as resident orientations and pre move-out visits with resident.
  • Perform other duties as assigned.

Requirements

  • High school Diploma or GED.
  • Minimum 2 years of customer service, administrative experience.
  • Experience in property management or maintenance is preferred.
  • Works well under pressure.
  • Excellent organizational skills with a high level of attention to detail.
  • Strong verbal and written communications skills.
  • Effective customer service and conflict resolution skills.
  • Works collaboratively with team members.
  • Intermediate proficiency in MS Word, Excel, Outlook, and Adobe.
  • Effective problem-solving skills.
  • Must maintain professional appearance.
  • Ability to be at work on a regular and consistent basis; Overtime may be required for this position.