Customer Service Specialist - Heatherwood : Job Details

Description For more than 70 years, Heatherwood has been committed to building upscale residential rental communities, commercial properties, and luxury urban spaces. Our commitment to quality constructions, striking designs, and providing exemplary service, makes us one of the most highly regarded leaders in the industry. At Heatherwood, we believe our employees are our greatest resource in working towards a successful future, that's why we invest in employee development and promotion from within. Additionally, we offer a competitive benefits package including health & dental and vision insurance, 401(k), and paid PTO. We are looking for a Customer Service Specialist to join our team. A person in this position will answer incoming calls from residents in reference to their account, or apartment and provide customer support. Work on resident collections, both internal and with outside counsel. Responsibilities and Duties

• Must have excellent customer service and communication skills.
• Identify residents' needs, clarify information, research issues, and provide the appropriate solution.
• Create a ticket and/or work order for all incoming calls concerning resident inquiries.
• Ability to de-escalate situations and offer assistance and support to callers.
• Resolve resident concerns via phone, email, mail, or social media.
• Build sustainable relationships and engage residents.
• Assist residents by gaining access to their accounts via Resident Portal.
• Assist with payment information and update other pertinent information such as addresses and phone numbers.
• Work closely with residents and housing assistance programs.
• Work on resident collections, both internal and external.
• Meet personal/team qualitative and quantitative targets.

Requirements

• Exceptional customer service skills
• Great active listening and problem-solving skills
• Ability to multitask, prioritize and manage time effectively
• Possess a positive and supportive attitude while being a team player
• Excellent verbal and written communication skills.
• Proficient with Microsoft Windows 10, 365, and related software
• Bilingual a plus

Qualifications

• Multifamily industry-specific knowledge
• ACD systems
• Yardi Voyager
• CRM
• Rent Café
• BirdEye
• Bilingual a plus