Job Details

Call Center Representative

Our organization works with partner companies to source qualified talent for their open roles. The following position is available to veterans, transitioning military, national guard and reserve members, military spouses, wounded warriors, and their caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps. This role is an On-Site Call Center Representative with a starting wage range of $21.00 - $24.50 per hour. The company is one of the largest providers of military family housing in the United States. In partnership with the US military, we are committed to delivering safe, high-quality homes and exceptional service to the families of men and women who serve our country.

The company is committed to supporting our team members in every aspect of lifefrom career development to family needs and overall health and wellness. The company proudly offers a comprehensive and competitive benefits and incentive package that includes:

• Platinum-Level Medical, Dental & Vision Coverage with affordable premiums
• Employee Stock Ownership Plan (ESOP) become an employee owner with retirement savings
• 401(k) Retirement Plan with Company Match
• Education Reimbursement up to $5,250 per year
• Generous Paid Time Off, including vacation, sick time, and 11 paid holidays
• Wellness Benefits, including free gym access and additional wellness programs
• Quarterly & Monthly Bonus Incentives
• Career Growth Opportunities. Unlock your potential with immersive, hands-on training designed to elevate your skills, help you advance, and build a rewarding long-term career with a company that truly invests in your future.
• Life and AD&D Insurance

Responsibilities A Day in the Life of a Call Center Representative: As a Call Center Representative - You are Responsible for providing customer service and assistance to the residents by addressing their needs, concerns and responding efficiently and accurately. This role also provides administrative support to the district offices nationwide. Your responsibilities include, but not limited to:

• 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 Analyst to measure performance as directed by the National Call Center Manager.
• Ensures accuracy and completeness of all documented information submitted into company systems and promptly escalates discrepancies and concerns to leadership/management.
• Maintains open communication with National Call Center Manager/Immediate Supervisor(s).
• Participates in dispatch schedule to ensure all messages from answering service are responded correctly and entered in a timely manner.
• Acts as a conduit for maintenance requests that have errors/concerns and ensure they are brought to the attention of the National Call Center Manager to ensure the proper resolution/review.
• 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 an average Monitoring/Coaching score of at least ME (Meets Expectations).
• Maintains a satisfactory attendance record with minimal tardiness, call outs, and unpaid leave.
• Assists immediate Supervisor with updating and maintaining the daily HOT Items Board.
• Immediately contacts emergency maintenance personnel as any emergency maintenance situation develops per Liberty Military Housing guidelines.
• Contacts 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 Analyst 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.
• Follows all Call Center operational procedures, quality standards and any revised workflows as directed by leadership/management.
• Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Yardi, Microsoft Teams, Outlook, call center software and other company-related systems).

Qualifications What You Need for Success:

• High school diploma or GED required.
• 6 months one year of customer service experience required.
• Call Center and data experience preferred.
• Flexible schedule to include weekends and/or evenings.
• Customer-focused attitude and willingness to serve customers.
• Must understand 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.

Physical Requirements and Working Conditions:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Ability to travel to other regional locations for work, training, meetings, and other work-related activities.
• 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, constantly changing work environment, including handling multiple tasks on a daily basis.

Starting Wage Range $21.00 - $24.50 per hour.