Administrative Call Center Representative - Resident Support

Description

Join our Team! Leland Management is seeking an Administrative Call Center Representative for its office in Orlando, FL. Join our team to learn why the Orlando Business Journal has named us one of Central Florida’s Best Places to Work for 15 consecutive years, including winning first place in our category for 2021! The position is full-time (Monday thru Friday from 9:00am to 6:00pm) with competitive pay and excellent benefits.

Administrative Call Center Representatives are responsible for managing a high volume of inbound calls, emails, and chat inquiries regarding community association accounts. Success in this role requires critical thinking, problem-solving skills, time management, strong verbal and written communication skills, and a diligent work ethic.

Requirements

Position Responsibilities:

• Answer inbound calls (average 30-50 per day)
• Display strong listening skills
• Maintain professional telephone etiquette
• Return callbacks and voicemails
• Verify and update customer information
• Defuse and deescalate irate customers
• Identify and resolve customer needs, follow through
• Provide support and guidance to each caller, adding value
• Educate and troubleshoot using the company website and technology resources
• Process document uploads to imaging management software
• Effectively and professionally communicate with callers and staff via telephone and email, requiring multi-tasking skills
• Build positive relationships by going above and beyond
• Conduct extensive research using available resources and knowledge
• Accurately complete call summary notations
• Engage in problem-solving and critical thinking
• Perform payment research
• Complete tasks such as copying, mailing, scanning, and filing
• Participate in team meetings and provide feedback
• Monitor and report on call metrics and performance
• Handle escalated calls and provide resolution
• Assist with special projects as needed
  
  

Desired Skills

• Previous experience using online chat for customer service (preferred)
• Closing/Title experience (preferred)
• Strong customer service, communication, and interpersonal skills
• Excellent organizational skills
• Ability to work independently and in a group setting
• Ability to meet stringent deadlines
• Ability to work with sensitive information and maintain confidentiality
• Results-driven
• Enthusiastic
• Bilingual capabilities
  
  

Computer Skills

• Proficiency in Microsoft Office (Word, Excel, Outlook, and TEAMS)
• Ability to convert and extract documents
• Experience with association software such as Caliber (preferred but not required)
  
  

Minimum Requirements

• 2-3 years of administrative or call center experience