A Day in the Life of a Call Center Representative:
As a Lincoln Military Housing Call Center Representative , you will be responsible for providing customer service and assistance to the residents of Lincoln Military Housing by addressing their needs and concerns and responding efficiently and accurately. You will also provide administrative support to the district offices nationwide.
Your Responsibilities include, but not limited to:
Acts as a conduit for maintenance requests that have errors/concerns and ensures they are brought to the attention of the National Call Center Manager to ensure the proper resolution/review.
Effectively communicates with the National Call Center Manager/Immediate Supervisor(s) concerning any resident/employee concerns, comments and needs.
Attends monthly call monitoring with Quality Assurance Supervisor to measure performance as directed by the National Call Center Manager.
Participates in dispatch schedule to ensure all messages from answering service are responded to correctly and entered in a timely manner.
Ensures that company property is not taken or damaged in any way.
Maintains a service level of 70% or higher when answering calls within 30 seconds or less.
Maintains an average of 5% total calls as compared to all weekly answered calls.
Maintains a satisfactory attendance record with minimal tardiness, call outs and unpaid leave.
Assists immediate Supervisor with updating and maintaining daily the HOT Items Board and binder.
Immediately contacts emergency maintenance personnel as any emergency maintenance situation develops per LMH guidelines.
Contact 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 National Call Center Manager. Follows applicable emergency procedures.
Assists National Call Center Manager/Supervisor(s) / Team Lead with special projects as needed.
Participates in monthly call coaching goals as outlined by the QA Supervisor and Supervisor/ Team Lead.
Participates in monthly and any "as needed" training workshops as directed by the National Call Center Manager / Training Supervisor.
Represents the Company in a professional manner at all times. Consistently maintains a professional courteous attitude when dealing with residents, coworkers and the general public.
Performs other duties as necessary.
Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Google, Gmail, call center software and other company-related systems).
What You Need for Success:
High school diploma or GED required
6 months - one year of customer service experience required.
Flexible schedule to include weekends and/ or evenings.
Call Center and data experience a plus.
Customer-focused attitude and willingness to serve customers.
Must have an understanding of resident needs, knowledge of property locations, and general knowledge of maintenance service categories.
Excellent verbal skills and exceptional listening, questioning and call control techniques.
Aptitude to handle challenging telephone call situations.
Ability to accurately and efficiently process information and tasks .
Excellent computer proficiency (MS Office - Word, Excel and Outlook) and experience with phone systems.
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.