Customer Service Representative

Leisure World of Maryland
Silver Spring, MD
Jun 13, 2018
Jun 15, 2018
Customer Service
Full Time
The Leisure World Community located in Silver Spring, MD, is seeking a full-time Customer Service Representative to join our Customer Service Department. The qualified individual will process requests, prepares initial work orders, generates invoices, and receives payments for maintenance and repair services performed by the various trades within the Physical Properties Department. The scheduled hours for this position, Monday through Friday, 8:00 am - 4:30 pm ESSENTIAL FUNCTIONS & BASIC DUTIES: Process in-person, phone and written requests for services to be performed by the various trades within the Physical Properties Department. In-person and phone requests are processed immediately. Written requests are processed within 24 hours of receipt. The telephone is answered within three rings in a cheerful and helpful manner Generates initial work orders and schedules requests. Work orders are accurate and distributed to appropriate trades personnel as soon as possible. Creates invoices when service work is completed. Invoices are processed daily when possible. All invoices are processed by the end of the month. Researches customer accounts and responds to about service or invoice. All problems including billing discrepancies and service complaints, are completely resolved by the resolution date agreed upon with customer. Acts as liaison with foreman of the various trades within the Physical Property Department. Contact is made with the foreman at the beginning of the work day regarding scheduling to determine how much time is available that day. Prepares and maintains service schedules for the various trades within the Physical Properties Department. Schedules are accurate Information is shared and coordinated among other CSR to ensure no double booking Assistance is provided to the foreman in the event that rescheduling is necessary Assistance is provided to the foreman throughout the day to adjust schedules as necessary Completed Service tickets are entered in the correct resident file. A list of alternate service providers is maintained and updated annually and provided to customer at his/her request. Promotes excellent customer service with every interaction with customer. Acknowledge and appropriately greet and assist every customer in a timely manner Process customer service requests in a courteous, efficient and timely manner Organize workflow to meet customer deadlines Effectively presents and discusses products and services offered by LWMC PPD, soliciting only those desired products/services provided in a way that conveys an image of quality, integrity, and superior understanding and delivery of customer needs Manage telephone calls professionally, efficiently and with good communication skills Attends to customer questions, complaints, and concerns immediately and facilitates satisfactory resolution Understand and appropriately use the company pricing system (including "who pays") and policies. PRINCIPAL WORKING RELATIONSHIPS The Customer Service Representative principal working relationships are employees of LWMC and the community residents . EDUCATION High school diploma or GED equivalent YEARS AND TYPE OF EXPERIENCE 1 plus years of experience in related experience KNOWLEDGE AND SKILLS Ability to use MS Office and database management software. Ability to deal with vendors, internal customers and residents with tact, patience and courtesy. Ability to read, interpret, and apply rules, regulations, policies and procedures. Ability to communicate effectively both orally and in writing. Ability to identify and meet customers' needs and requirements. Demonstrated excellence in organization and time management skills. Able to perform multiple tasks efficiently. Exceptional phone and customer service skills. We can offer you a challenging and rewarding environment with many opportunities to learn, grow and achieve great results. If you want to be a part of our team, we'd love to hear from you. Competitive Salary and excellent benefits. Apply now at: Customer Service Representative, Customer Service Support Job Posted by ApplicantPro

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