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Intero Real Estate Services · 3 months ago

Customer Experience Representative

Fredericksburg, Virginia, United States

Full-time

Onsite

New Grad, Entry Level

Intero Real Estate Services is a company focused on providing excellent customer service in the property management sector. The Customer Experience Representative will support agents, landlords, tenants, and vendors by responding to inquiries and handling maintenance requests, ensuring high levels of customer engagement and effective communication.

Building MaterialE-CommerceReal EstateRetail

Responsibilities

Collaborate with other departments, such as accounting and field staff, to ensure smooth coordination and resolution of customer inquiries

Handle client inquiries professionally and ensure outstanding customer service is provided

Resolve tenant and landlord problems by identifying the customer's needs, determining the cause, determining and explaining the best solution, expediting the correction or adjustment, and following up to ensure resolution

Understand how to interpret landlord, tenant, and vendor financial statements

Prioritize and monitor all work order requests received and communicate with landlords, tenants, vendors and property management staff

Stay up to date with industry trends and guidelines in the property management sector, and share this knowledge with the HSPM staff to stay ahead of the curve

Develop and maintain excellent relationships with prospective and existing clients

Successfully navigate through extremely sophisticated operational issues

Effectively manage high volume of incoming calls in a call center environment following communications guidelines, policies and property management processes

Contribute to team effort by accomplishing related and individual results

Process incoming property management field office mail, utility bills, HOA and condo association management documents, real estate tax bills, insurance bills, renewals and cancellations

Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management

Perform responsibilities as directed, achieving desired results within expected time frames and with a high degree of quality and professionalism

Establish and maintain positive and productive work relationships with all staff, customers, and business partners

Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development

Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities

Qualification

Customer supportMicrosoft OfficeConflict resolutionTime managementAppFolioProperty maintenance knowledgeInterpersonal skillsWritten communicationVerbal communication