Responsibilities

• Develop and maintain positive client relations as required to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services and assist TL with client inquiries via external formats.
• Manage real-time inquires while keeping track of and responding to commitments Act as Project Manager
• Manage the scheduling and completion of all project type work orders while ensuring all work orders are properly linked and sequenced.
• Ensure work orders are thoroughly created to resolve the current needs and issues of the homes
• Act as a final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
• Enter information into our database and ensure consistency and accuracy Demonstrate professionalism in communication, relationship development, customer service, etc.
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Assist in training team members and provides constructive feedback as necessary
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Performs work under general supervision; carefully reviews the details and accuracy of work performed

Professional Skills

• Problem-Solving - Expert
• Learning Agility - Advanced
• Customer Service - Expert
• Verbal Communication - Advanced
• Written Communication - Advanced
• Relationship - Expert
• Analysis - Advanced
• Prioritization - Advanced
• Teamwork - Expert

Role Specific Skills

• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
• Organizational or Project Management skills preferred
• Candidates with a growth mindset highly encouraged

Qualifications Minimum Qualifications

• High school diploma required
• 4+ years of customer service experience preferred
• Preferred experience as a CSA III with a high scorecard rating
• Advanced troubleshooting knowledge and ability to articulate
• Ability to communicate industry language