SUMMARY

The Vendor Compliance Specialist receives inbound phone, chat, or email inquiries from property management professionals, vendors, and insurance agents requiring assistance with RealPage software products. The specialist quickly responds to the call, chat, or email, diagnoses the issue, accurately records all issues in the CRM tool, and provides a resolution.

PRIMARY RESPONSIBILITIES

• Primarily focus on inbound phone interactions with customers
• Position operates during an assigned shift between 7:30 am and 7:00 pm.
• Document customer interactions through case creation in Salesforce (PMC-specific)
• Document product knowledge and solutions using our knowledge management system
• Receive, index, and process electronic documents to obtain approved status
• Ensure compliance standards set by the client are met
• Act as a liaison to the client, agent, and vendor
• Process payments
• Manage situations that require real-time solutions and set clear expectations of resolution plans
• Establish relationships and trust with customers during their interactions
• Maintain a high first-contact resolution rate for client issues
• Achieve or exceed minimum service levels and abandon rates
• Perform additional duties as required
• Success is measured on the Quality Assurance Score & Abandonment Rate

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• High school diploma or equivalent required.
• 1+ years of customer service experience.
• Proficient skills in MS Word, Excel, and Outlook required.
• Strong typing skills required; ability to type at least 35 wpm.
• Strong written and verbal communication skills.
• Excellent organizational skills.
• Ability to meet deadlines and manage multiple priorities simultaneously.
• Excellent verbal and written communication skills (English).
• Multifamily industry experience is strongly preferred.
• Ability to speak Spanish is a plus.