Customer Service Representative

Customer Service Representative

We are looking for a dedicated Customer Service Representative to join our team in Richmond, Virginia. In this role, you will serve as the first point of contact for residents, addressing their concerns and ensuring timely resolution of maintenance issues. This is a long-term contract position, offering an excellent opportunity to contribute to a government-focused environment.

Responsibilities:

• Respond promptly to inbound calls from residents regarding maintenance concerns or issues with their buildings.
• Document and process work orders efficiently to ensure timely follow-up by the maintenance team.
• Communicate effectively to gather all necessary details for accurate ticket creation.
• Collaborate with the maintenance department to ensure all service requests are addressed promptly.
• Maintain clear and organized records of all interactions and follow-ups.
• Handle both inbound and outbound calls as required to update residents on the status of their requests.
• Provide exceptional customer service by addressing inquiries in a thorough and empathetic manner.
• Ensure compliance with established procedures and protocols for handling maintenance tickets.
• Identify recurring issues and escalate them to the appropriate team for resolution.
• Support team efforts in achieving departmental service goals and objectives.

Requirements:

• Minimum of 2 years of experience in a customer service or call center role.
• Proficiency in managing inbound and outbound calls with a focus on service quality.
• Strong skills in documenting work orders and processing service tickets.
• Ability to work collaboratively with teams to ensure effective resolution of maintenance issues.
• Familiarity with order entry systems and processes.
• Excellent communication skills to interact professionally with residents and team members.
• Detail-oriented approach to maintaining accurate records and ensuring follow-ups.
• Capacity to handle multiple tasks in a fast-paced environment while maintaining professionalism.