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Customer Service Specialist

2 months ago

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

Position Summary

Liberty Military Housing – Commitment to Service Excellence

At Liberty Military Housing, our mission is to support military families by offering them comfortable and well-maintained residences in welcoming communities throughout the United States. Our dedicated team, comprised of professionals with backgrounds in property management and military service, approaches each challenge with a proactive and solution-focused mindset, ensuring empathy and understanding for our residents.

Liberty Military Housing is committed to fostering the personal and professional growth of our employees, providing over 150 hours of professional development each year to every employee-owner. Our culture is built on camaraderie and collaboration, where we value diverse experiences and contributions, striving to bring out the best in one another to achieve exceptional results that positively impact 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 role will be to deliver outstanding customer service and support to our residents by addressing their inquiries and concerns with efficiency and accuracy. You will also provide essential administrative assistance to district offices across the nation.

  • This position is on-site /not remote
  • 1:00pm - 9:30pm shift
  • Weekends required

Your Responsibilities include, but are not limited to:

  • Facilitating maintenance requests, ensuring any errors or concerns are communicated to the National Call Center Manager for proper resolution.
  • Maintaining effective communication with the National Call Center Manager and Immediate Supervisors regarding resident and employee concerns.
  • Participating in monthly call monitoring sessions with the Quality Assurance Supervisor to assess performance metrics.
  • Engaging in dispatch scheduling to ensure timely responses to messages from the answering service.
  • Safeguarding company property from damage or theft.
  • Achieving a service level of 70% or higher by answering calls within 30 seconds.
  • Maintaining an average of 5% total calls compared to all weekly answered calls.
  • Exhibiting a satisfactory attendance record with minimal tardiness and absences.
  • Assisting the immediate Supervisor in updating and maintaining the HOT Items Board and binder daily.
  • Contacting emergency maintenance personnel promptly when emergencies arise, following established guidelines.
  • Coordinating with public service response organizations in emergencies and adhering to emergency procedures.
  • Supporting the National Call Center Manager and Supervisors with special projects as needed.
  • Participating in monthly call coaching sessions as outlined by the QA Supervisor.
  • Engaging in training workshops as directed by the National Call Center Manager.
  • Representing the company professionally at all times, maintaining a courteous demeanor with residents, coworkers, and the public.
  • Performing various administrative tasks, including data entry and communication through various software systems.
  • Completing other duties as necessary.

Qualifications

What You Need for Success:

  • High school diploma or GED required.
  • Minimum months of customer service experience required.
  • Flexible schedule to include weekends and/or evenings (weekends required).
  • Experience in a call center and data management is essential.
  • Customer-focused attitude with a strong willingness to assist.
  • Understanding of resident needs and general knowledge of maintenance service categories.
  • Excellent verbal communication skills and strong listening abilities.
  • Aptitude for managing challenging phone interactions.
  • Ability to process information and tasks accurately and efficiently.
  • Proficiency in computer skills (MS Office - Word, Excel, and Outlook) and typing (minimum 35 wpm) with experience in VoIP phone systems.

What We Offer:

Liberty Military Housing values the well-being of our employees, offering a comprehensive benefits package that includes:

  • Medical/Dental/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**

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

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

Pay Range: $26.00 hourly plus bonus

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