A Day in the Life of a Customer Service Representative:
As a Lincoln Military Housing Customer Service Representative , you will manage the lifecycle of the resident move in / out process of a multi-family residential community. Your role includes heavy customer service interaction, ability to effectively schedule maintenance work, including the work of vendors and contractors and ensuring all service requests and work orders are completed in a timely manner. You role includes supervising and training other staff members and requires the ability to work efficiently as well as being able to effectively communicate and deliver on our mission of providing exemplary service according to Lincoln Military Housingas quality service and customer satisfaction standards.
Your Responsibilities include, but not limited to:
Schedules and conducts home inspections as it relates to the move in/out process, including pre-move in, move out, and final inspections.
Coordinates maintenance staff and vendor schedules to align with move in deadlines.
Maintains and monitors the make-ready boards to ensure work is accurately distributed and meets completion time lines.
Provides residents with any charges related to move out/final inspection results.
Works in conjunction with maintenance team to ensure service requests are assigned and scheduled appropriately and completed in a timely manner.
Trains and supervises other staff members regarding inspections and other service related tasks.
Schedules and monitors water intrusion which includes communicating to residents, follow up and 3 day notices.
Responsible for resident follow up to ensure services rendered have been completed according to LMH standards and meet residentas satisfaction.
Address and follow up on customer service concerns from Satisfacts survey.
Promotes positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident satisfaction.
Maintains various reports, systems or logs (Keytrak, pest control, vendor/product logs, etc.).
Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Payscan, Yardi, and other company-related systems).
Composing and distributing of correspondence / notices (3 day, move out charges, water intrusion, other important resident notices that pertain to maintenance services, etc.).
Participates in property walks / inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community is well maintained according to LMHas quality standards.
Complies with all federal, state and local applicable laws, including Fair Housing, OSHA safety regulations, local applicable laws regarding health, safety or environment, and LMH Standard Operating Procedures and Policies.
What You Need For Success:
Position requiresA 1 year of residential property management or customer service role preferred.
Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
Effective communication and interaction with customers, vendors, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
Ability to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
Must possess a positive and professional demeanor in all interactions, under all circumstances.
Ability to operate a motor vehicle (valid license required).
Must be available to work a flexible scheduled, including weekends, off-hours and emergencies as required.
The position requires mobility within the offic and the ability to operate a computer, phone and other office machinery such as a scanner and copy machine.
What We Provide You:
Lincoln offers a wide range of insurance options and benefit programs. Our benefits take into consideration everything from career development to family matters, health and wellness, and we are committed to doing everything we can to offer you quality benefits and healthcare coverage. In addition, we offer competitive compensation and generous paid time off.