A Day in the Life of a Customer Care Representative:
As a Lincoln Military Housing Customer Care Representative, you will be responsible for providing customer service for all past and current residents within a multi-family residential community. Your role will include answering phones to answer resident concerns regarding their accounts and other general questions. Your role will require effective customer service skills and the ability to work efficiently, effectively, and deliver 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:
Responding to and managing resident concerns and questions and may coordinate with appropriate staff to address and resolve resident communication.
Promoting positive resident relations by ensuring resident concerns and requests are responded to on a timely basis to ensure resident's satisfaction and according to LMH standards.
Supporting residents during the move-out process, which may include move out accounting, collection of outstanding balances owed, preparing and sending delinquency letters, as well as residency verification requests.
Assisting with adjusting resident ledgers; preparing/reconciling delinquency reports; preparing and submitting write-off packages.
Attending monthly call monitoring meetings with Lead/Customer Care Supervisor to measure performance per guidelines.
Contacting the applicable public service response organization (fire department, police, EMS, etc.) in the case of emergency (fire, criminal activity, death, severe water damage, or other major catastrophes) and Customer Care Supervisor. Follows applicable emergency procedures.
Performing various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Excel, Access, and other company-related software).
Participating in and attend various department or regional meetings, resident or community events, seminars, and other work-related events.
6 months of residential property management or customer service role preferred. High school diploma or GED required.
Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Access, Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
Effective communication and interaction with residents, 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). May require use of personal vehicle
Must be available to work a flexible schedule, including weekends, off-hours and emergencies as required.
The position requires mobility within the office and the ability to operate a computer, phone and other office machinery such as a scanner and copy machine.
High school diploma or GED required
Must be able to talk, listen, and speak clearly on telephone
The position requires mobility within the office; use of a computer and other office machinery such as a scanner and copy machine.
Must be able to deal with a fast-paced, continually changing work environment, including handling multiple tasks daily.
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.