Resident Services

Job Description

Job Description

Our Resident Service Representatives interact with customers by addressing inquiries and resolving problems, providing a high level of customer support.

Duties/Responsibilities:

· Interacts with customers via telephone, email, online chat, or CRM to provide support and information on products or services.

· Ensures that appropriate actions are taken to resolve customers problems and concerns by utilizing multiple software programs to dive deep into problems and answer complex questions.

· Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.

· Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

· Participates in the process for onboarding or offboarding a client, maintaining communication between Marketplace and the client.

· Ability to problem solve and investigate utilizing existing SOP’s, instructions, and walk-through guides.

· Performs other related duties as assigned.

· Helping with various company-wide projects as needed.

Required Skills/Abilities:

· Excellent communication skills including active listening and empathy.

· Service-oriented and able to resolve customer grievances.

· Ability to work a consistent 8-hour shift that aligns with our business hours (9am to 6:30pm, subject to change).

· Proficient computer skills with the ability to learn new software.

· Ability to work well independently and to achieve goals as a team.

· Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.

This role is HYBRID, with 3 required in office days at our Southfield, MI location.