SUMMARY

Contact Center Associates assist prospects in finding a new apartment home by marketing the property of interest, providing detailed information about the property's homes, answering questions about the home, community and local area, providing pricing and availability and ultimately seeking to schedule a visit to the community. To lead our clients to increased leasing rates, the Contact Center Associate must be a dynamic, customer focused, marketing professional who consistently exhibits strong sales closing skills, creative thinking and energetic communications coupled with a passion for helping people find a new apartment home.

Contact Center Associates also assists residents and callers in their service requests regarding maintenance issues in their homes, units, apartments and buildings. They must ensure that all details of the service request must be attended to so they can dispatch the appropriate workorder which will then be sent to the property for proper maintenance handling. CCA must have a thorough listening skills and critical thinking skills in order to handle the interaction appropriately.

PRIMARY RESPONSIBILITIES

• Demonstrate the ability to connect with callers with a friendly enthusiastic attitude.
• Successfully and accurately answer resident questions and provide appropriate additional information regarding resident unit.
• Demonstrate use of communication skills to create value for callers based on community features.
• Legible and accurate documented information discussed during the call for use by the onsite team. When necessary, escalate issues in accordance to Onsite tech support guidelines.
• Consistently maintain or exceed departmental KPI standards and quality.
• Achieve or exceed defined productivity goals.
• Honor all company policies and procedures.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• English/Spanish language fluency proficiency.
• Ability to adhere to a set schedule that may include weekends and holidays.
• Ability to ask effective probing questions to clearly determine the issue presented by the callers.
• Ability to listen actively and to comprehend different scenarios to handle the interaction appropriately.
• Type at least 35 words per minute; accurately capture detailed information from the caller.
• Minimum of one-year customer service experience preferred.
• Previous contact center experience preferred.