A Day in the Life of a Senior Customer Service Representative:
As a Lincoln Military Housing a Senior Customer Service Representative , you will be responsible for providing customer service support at the regional level to ensure our residents have a positive experience while living at our Lincoln Military Housing communities. Your role will serve as a resource and subject matter expert for the Customer Service Representative, including training and mentoring the CSR team. Your role will require excellent customer service skills and the ability to resolve complex issues in a timely and professional manner while delivering on our mission of providing exemplary service in accordance with Lincoln Military Housing s quality customer satisfaction standards.
Your Responsibilities include, but not limited to:
Handle resident concerns or requests that are escalated to the regional level.
Assist prospective residents with information regarding their lease, the community, and the move in process.
Responsible for responding to and managing resident complaints and/or service issues and may coordinate with appropriate staff to address and resolve resident concerns.
Respond to social media postings (Facebook and other social media outlets).
Serves as the Lincoln Military Housing representative for the Resident Advisory Board.
Promotes positive resident relations by connecting with residents and building appropriate rapport to understand needs, expectations, and requirements in order to ensure services rendered have been completed according to LMH standards and meet resident s satisfaction.
Work with CSR team to guide and provide on the job training and/or classroom training on customer service skills, service recovery and improvements to existing customer service processes.
May perform post-turn unit inspections and complete move-in inventory inspections with new residents.
Follow-up with residents who have requested work-order/services or expressed issues/concerns with the community.
Participates in outreach marketing activities (i. e. market surveys, shop competitors, etc.) on a regular basis to obtain prospective residents.
May participate in property walks / inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community is well maintained according to LMH s quality standards.
Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.
Complies with all OSHA safety regulations, local applicable laws regarding health, safety or environment, Fair Housing and LMH Standard Operating Procedures and Policies.
What You Need for Success:
Position requires 2-4 years in a customer service role (property management experience a plus).
Demonstrated skills in the area of customer service, customer resolution, strong written and verbal communication skills.
Proven experience in a senior or supervisory role with the ability to train and mentor employees.
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).
Proficiency in written, grammar and verbal communication skills.
Ability to effectively interact 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.
May require use of personal/company vehicle or electrical cart.
Ability to travel to other regional locations for work, training, meetings and other work-related activities.
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.