Customer Service Representative (Onsite) - job 2 of 2

What We Do:

Let’s say a resident has a leaking toilet. That resident can submit a work order request through an app using their smart phone, the website using a desktop computer, or by calling in the request and speaking to one of our customer service representatives (maybe you!). After the work order has been created, our system and dispatch team send it to a qualified plumber in our network. Our Follow Up Team then ensures the toilet gets fixed in a timely manner and the resident is kept updated along the way.

• Creating new work orders for residents seeking assistance, leveraging a guided workflow on our proprietary technology. This includes helping the resident try to troubleshoot the issue, identifying the severity of the issue, and qualifying the work order to ensure the work is sent to the right vendor (45% of day)
• Assisting residents seeking assistance with existing open work order issues. This includes providing the most recent update, connecting them to the assigned vendor, and/or escalating the work order to our escalations department (35% of day)
• Inbound phone calls from our vendor network, guiding them through our requirements and making work order updates when needed (10% of day)
• Outbound resident communications via phone, email, and text (5% of day)
• Team meetings, open forum to ask questions, and review of policy and procedure updates (5% of day)

• Customer service skills
• Desire to work in a fun, team-focused environment
• A desire to help people through challenging situations
• No maintenance experience required, but interest in learning a new industry
• Attention to detail and adherence to policies and procedures
• Resourceful, know when to reference our internal knowledge base for client-specific business rules
• High level of care for our partners; residents, clients, and vendors
• Ability to adapt to change on a weekly basis due to client needs or updates to our technology
• High School Diploma/GED highly preferred. Associate’s or Bachelor’s degree a plus.

• Monthly performance-based incentives
• High Achiever quarterly bonuses
• Fun environment where we celebrate the National Day Calendar!
• Onsite environment where you can learn and grow with your teammates.
• #IND1