Original listing text, shown exactly as published by the company.
What You'll Do
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- The schedule for this role is 11:00 AM - 8:00 PM on Monday, Tuesday, Wednesday, Saturday and Sunday.
- Develop and maintain positive client relations as required to ensure superior client satisfaction
- Receive and handle customer calls and email requests for services
- Manage real-time inquires while keeping track of and responding to commitments
- Manage the scheduling and completion of all services assigned by customers; many of the services a Senior CSR will handle will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved}
- Act as 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
- May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends
- Demonstrate professionalism in communication, relationship development, customer service, etc.
- 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
- 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
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Role Specific Skills
- Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential
You Should Have
- High school diploma required
- 4+ years of customer service experience preferred
- Preferred experience as a CSR III
- Basic troubleshooting knowledge and ability to articulate
- Ability to communicate industry language
Other Relevant Qualifications
- Undergraduate degree / internship preferred
- Intellectual agility and adaptability
- Property maintenance experience
- Trades knowledge
Compensation
Pay is determined by several compensable factors, such as qualifications, skill level, competencies, and work location.
