Customer Service Representative (Appointment Setting/Dispatch Exp)

Job Summary:

The Operations Support Coordinator is directly responsible for scheduling approved, proactive maintenance work orders through outbound phone calls and emails with various property managers to confirm availability to notify residents of the planned service date, confirm the date and coordinate internal labor to provide the service. The focus is to maximize efficiency, activate or recognize revenue and minimize technician downtime to ensure sure the team is highly efficient. 

Role / Responsibilities:

Applies the fundamental concepts, practices, and procedures of submetering and while working under supervision, the position is responsible for working with Clients (property staff) to schedule the service visits to address system-identified, and occasionally customer-identified, issues.Proactive Client communication via phone and email to schedule, coordinate, and confirm all service-related activities that may include rescheduled visits.Reviews and coordinates labor staffing by scheduling internal Field Technicians and/or external Subcontractors for service work to be performed while confirming the necessary equipment is available on-site.Ensure that all internal Field Technicians in the assigned territory are fully scheduled for productive work. Escalate to the Field Team management as appropriate.Updates and reviews notes in MOSS (Project Management Software) to document special requests or directions. As appropriate, communicate to customers or internal customer-facing support associates.Client Communication/Post Visit Follow-up (Unassigned Clients):Complies data containing a review of work performed, ensures work is documented, inventory usage is posted, and provides post-visit reports (PVR)Review and edit notes after the service from Field Technicians and/or Subcontractors to ensure they are sufficiently clear before sending PVR to the Client.Where needed, highlight critical and/or action items to the Client.Addresses with research and follow-up service any concerns identified by PVR.

PREFERRED KNOWLEDGE/SKILLS/ABILITIES:

2+ years of professional, office experience.BA/BS required (or additional work experience in lieu of degree)Multifamily industry experience and/or knowledge of plumbing or submetering systems would be a plus.Solid skills with Microsoft Excel (Intermediate), Access, Word, and PowerPoint.Familiar with CRM-type systems (such as Microsoft CRM, Salesforce, or field service software)Strong attention to detail, organizational skills, and analytical / problem-solving skills.A desire to analyze details and develop an easily understood explanation of your results.Ability to provide innovation and improve processes.Excellent written and verbal communication along with customer service skills.Must be self-motivating, hardworking, analytical, and proactive.Willing to work Hybrid and night shift.

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RealPage provides a technology platform that enables real estate owners and managers to change how people experience and use rental space. Clients use the platform to gain transparency into asset performance, leverage data insights and monetize space to create incremental yields. Founded in 1998 and headquartered in Richardson, Texas, RealPage currently serves over 19 million units worldwide from offices in North America, Europe, and Asia. Our Company History We were founded in 1998 with the acquisition of Rent Roll, Inc., a provider of industry-leading, on-premise property management systems for the conventional and affordable multifamily rental housing markets. Three years later, we released our first on-demand property management product and since then, expanded our on-demand software solutions to include a number of value-added services from property management to renter’s insurance and more. In addition to our products’ success, our growth is supported by acquisitions that enhance our product development and sales and marketing efforts and expand the types of rental housing properties we serve. Our Products Our suite of solutions benefits owners and managers of various rental property types, including conventional, affordable, military, student, single-family, senior and vacation housing. We also provide commercial and mixed use property management solutions. We’ve evolved our products from the desktop to the cloud, with many available both online and for mobile devices. Our products manage everything from marketing to pricing and other property operations.