Customer Service Administrator - Bilingual (Sales)
ConcordRENTS is a distinguished leader in providing a quality and customer-centric property management experience with a focus on affordable and market rate multifamily communities throughout Florida. Our continued success is based upon our exceptional team members.
Join ConcordRENTS to advance your career while working for a company with over a 30-year history investing in maintaining our community and our team members while also enjoying industry-leading starting wages. In addition, we offer rental discounts ranging from 20% to 50% at participating communities for select team members.
Our team members' commitment to the company is strengthened by ConcordRENTS belief that everyone has a right to earn a living wage and prepare themselves for a secure retirement. ConcordRENTS is proud to make continued investments in our valued team members by offering a rich 401-K program that includes a company match of up to $5,250 per year. Our 401-K program offers a company match of 150% on the first 3% invested by an eligible team member, with additional matching up to $5,250 annually.
Team members joining us with industry experience sometimes cite lack of investment by their previous organizations as a motivating reason to make a career change. Our management approach is to maintain the value and integrity of our communities while demonstrating exceptional customer service. This philosophy is accomplished by building relationships with our residents while providing them with a quality housing experience without the concern of whether the community can afford a repair. Ultimately, we measure the value of our performance based on the satisfaction of our residents.
ConcordRENTS recognizes that the spirit of teamwork and community is the true key to our growth as a company. Our legacy is propelled by the ability to meet the needs of a changing market and to stay ahead of the competition, making ConcordRENTS a meaningful place to work.
BASIC PURPOSE:
The Customer Service Administrator role is responsible for delivering and maintaining exceptional, fast, accurate and consistent customer service when interacting with customers via in person, phone, chat and email support interactions on a daily basis.
ESSENTIAL FUNCTIONS:
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Provides a sense of commitment and pride in delivering exceptional customer experience leading to positive customer interactions.
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Answer and respond to telephone calls, emails and chat conversations to effectively resolve all customer requests within a timely manner.
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Responsible for meeting with any and all customers that may arrive at the Main Office. Partner with Operations and other support teams as needed for resolution.
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Responsible for communicating clearly and professionally both verbally and in writing to all customers.
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When interacting with a customer, independently and promptly identify and resolve all customer concerns while following the guidelines of the department.
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Assist customers with any assistance required during any step of the Application, Recertification and Customer Service issues to make sure the customer has an effortless experience from beginning to end.
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Be able to multitask and quickly gather all customer information during interaction while entering all necessary information into appropriate systems with accuracy.
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Maintain an even tempered, friendly tone and demeanor while working in a multifaceted role in a fast past work environment which requires navigating through multiple technology platforms when interacting with both internal and external customers.
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Meets regularly with Department leadership on a daily basis to ensure departmental goals are being met.
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Maintain and develop strong collaboration between other support teams and Operations to ensure the department is achieving current goals.
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Review and respond to BBB reviews and manage Public Relations mailbox.
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Responsible for meeting with any and all customers that may arrive
Pay for this position is commensurate with experience of candidate.
Knowledge and Experience
- Must become familiar with Concord Management policies and procedures relating to both operations and compliance.
- Must have in-depth knowledge of credit reporting regulations as well as HUD and IRS regulations relating to the Low-Income Housing Tax Credit, Tax-Exempt Bond, SAIL, SHIP, and HOME Programs, including state-specific interpretations of the regulations for all states in which Concord operates.
- Must have a mix of soft and technical skills, strong communication, organizational and problem-solving abilities.
- Must be proficient in Microsoft Office Suite and ability to utilize other software proficiently.
- Minimum three (3) years of call center or similar customer service-related field and one (1) year of experience determining credit worthiness or applicant eligibility for affordable housing (LIHTC, Bond, SAIL, SHIP, HOME).
- Experience with detail-oriented work, such as office administration, property management (including leasing), banking, accounting, or other affordable housing programs is preferred.
- Real estate community management and Yardi Voyager experience is a plus.
- Ability to speak, read and write English and Spanish for safety and productivity reasons.
