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CUSTOMER SERVICE REPRESENTATIVE

Company: Leisure World of Maryland
Location: Silver Spring
Posted on: May 3, 2021

Job Description:

Leisure world of Maryland Corporation (LWMC) the property management company for Leisure World of Maryland a private, age-restricted community comprised of 29 housing associations and 8,000 residents located in Montgomery County, Maryland seeks a full time Customer Service Representative to process requests, prepare initial work orders, generate invoices, and receive payments for maintenance and repair services performed by the various trades within the Physical Properties Department.

The scheduled hours are for this position are: Monday through Friday, 8:00 AM - 4:30 PM

ESSENTIAL FUNCTIONS & BASIC DUTIES:

Process in-person, phone and written requests for services to be performed by the various trades within the Physical Properties Department.

  • In-person and phone requests are processed immediately. Written requests are processed within 24 hours of receipt.
  • The telephone is answered within three rings in a cheerful and helpful manner.

Generates initial work orders and schedules requests.

  • Work orders are accurate and distributed to appropriate trades personnel as soon as possible.

Creates invoices when service work is completed.

  • Invoices are processed daily when possible. All invoices are processed by the end of the month.

Researches customer accounts and responds to about service or invoice.

  • All problems including billing discrepancies and service complaints, are completely resolved by the resolution date agreed upon with customer.

Acts as liaison with foreman of the various trades within the Physical Property Department.

  • Contact is made with the foreman at the beginning of the work day regarding scheduling to determine how much time is available that day.

Prepares and maintains service schedules for the various trades within the Physical Properties Department.

  • Schedules are accurate.
  • Information is shared and coordinated among other CSR to ensure no double booking.
  • Assistance is provided to the foreman in the event that rescheduling is necessary.
  • Assistance is provided to the foreman throughout the day to adjust schedules as necessary.

Completed Service tickets are entered in the correct resident file.

A list of alternate service providers is maintained and updated annually and provided to customer at his/her request.

Promotes excellent customer service with every interaction with customer.

  • Acknowledge and appropriately greet and assist every customer in a timely manner.
  • Process customer service requests in a courteous, efficient and timely manner.
  • Organize workflow to meet customer deadlines.
  • Effectively presents and discusses products and services offered by LWMC PPD, soliciting only those desired products/services provided in a way that conveys an image of quality, integrity, and superior understanding and delivery of customer needs.
  • Manage telephone calls professionally, efficiently and with good communication skills.
  • Attends to customer questions, complaints, and concerns immediately and facilitates satisfactory resolution.
  • Understand and appropriately use the company pricing system (including "who pays") and policies.

PRINCIPAL WORKING RELATIONSHIPS:

The Customer Service Representative principal working relationships are employees of LWMC and the community residents.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

High school diploma or GED equivalent

YEARS OF EXPERIENCE:

1 plus years of related experience.

KNOWLEDGE AND SKILLS:

  • Ability to use MS Office and database management software.
  • Ability to deal with vendors, internal customers and residents with tact, patience and courtesy.
  • Ability to read, interpret, and apply rules, regulations, policies and procedures.
  • Ability to communicate effectively both orally and in writing.
  • Ability to identify and meet customers' needs and requirements.
  • Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently.
  • Exceptional phone and customer service skills.

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Work is performed while standing, sitting and/or walking.
  • Requires bending, squatting, crawling, climbing, reaching.
  • Requires ability to lift, carry, push or pull medium weights, up to 75 pounds.
  • Requires activities involving being around moving machinery, exposure to marked changes in temperatures and humidity, and exposure to dust, fumes and gases.
  • Requires the ability to communicate effectively using speech, vision and hearing.

We can offer you a challenging and rewarding environment with many opportunities to learn, grow and achieve great results. If you want to be a part of our team, we'd love to hear from you. Competitive Salary and excellent benefits.


Apply now at: https://lwmc.applicantpro.com/jobs/




Customer Service Representative, Customer Service Support

Job Posted by ApplicantPro

Keywords: Leisure World of Maryland, Silver Spring , CUSTOMER SERVICE REPRESENTATIVE, Other , Silver Spring, Maryland

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