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Remote Customer Care Associate

Company: Firstservice Residential
Location: Las Vegas
Posted on: November 19, 2021

Job Description:

Job Summary Supports homeowners, escrow companies, realtors and REO institutions via telephone and e-mail. Provides feedback to Community Management staff regarding unit and community information. Delivers exceptional customer service to our clients. Work from Home (Remote) Required Equipment and Specifications Needed * Dual Core Processor * Installed Manufacture Memory -8GB of Ram * Process -2GHz * Windows 10 * USB (We can provide) * Internet connection * Min 20 download speed * Min 5MB/S Upload Speed * Hard Wired Connection (Ethernet Cord) Job Responsibilities * Take inbound calls from home owners * Take inbound calls from escrow companies * Take inbound calls from prospective homeowners * Take inbound calls from realtors * Take inbound calls from REO institutions * Respond to customer emails via email * Consistent use and updating unit notes for Connect, Jenark, and other applicable applications * Outbound calls to homeowners * Outbound calls to vendors * Always available and ready in the ACD group unless wrapping up a call, on a scheduled break, or a different task has been assigned by your manager * Coordinate with CM's and Associates regarding unit and community information. * Type required correspondence * Coordinate with customer care center manager regarding day to day tasks and updates * Coordinate with AR department regarding escalated customer issues Essential Duties and Responsibilities The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty. * Handle all contacts (email, phone and chat) accurately and professionally for all markets * Respond to all of the client inquiries and probe accordingly as to provide a first contact resolution * Research required information using available resources and knowledge base * Defuse and deescalate irate customers as to ensure great customer experiences * Provide customers with service information and submit work orders as appropriate * Verify and update customer information * Identify and escalate priority issues * Conduct warm transfers to appropriate resources * Follow-up with customers as necessary * Have a quite workspace free of background noise and distraction * Private area acceptable for webcam * Have a ergonomic/comfortable seating to allow sitting for long periods of time Additional Duties and Responsibilities * Practice and adhere to FirstService Residential Global Service Standards * Conduct business at all times with the highest standards of personal, professional and ethical conduct * Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies * May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines * Ensure all safety precautions are followed while performing the work * Follow all policies and Standard Operating Procedures as instructed by Management * Perform any range of special projects, tasks and other related duties as assigned Education and Experience * High School diploma or equivalency preferred * Must possess strong customer service background * Bilingual in English and Spanish required Knowledge, Skills and Proficiencies To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. * Active listening, verbal, and written communication skills * Problem solving/analysis * Typing speed minimum of 25 wpm * Ability to be flexible and adapt * Works well independently and in team environments * Resilience and stress tolerance * Time management

Keywords: Firstservice Residential, Las Vegas , Remote Customer Care Associate, Other , Las Vegas, Nevada

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