Description

Benefits of working with Henderson Properties! 

1. Flexible Working Schedules. 
2. You receive 80 hours of PTO in your first year of employment and then it increases to 120 hours of PTO after your one year anniversary. 
3. We match up to 3% if you enroll in our Retirement Plan. 
4. We observe 8 Paid Holidays throughout the year. 
5. We offer Insurance options to Full Time Employees after 90 days of employment.

Supports Henderson Properties by coordinating and/or supporting specialized business functions within the company.

• Able to be alert in a high-risk environment. Carefully monitors processes to ensure accuracy in documentation and data.
• Impresses customers with exceptional service and continually searches for ways to improve processes. Understands and anticipates customer needs, wants and issues. Able to demonstrate a high level of service delivery and do what it necessary to ensure customer satisfaction.
• Manage multiple projects, determine project urgency in a meaningful and practical way, and use goals to guide actions and create detailed action plans. Establish high standards and meet quality expectations despite pressing deadlines.
• Remain open-minded and change opinions on the basis of new information. Can perform a wide variety of tasks and change focus quickly as demands change. Manages transitions effectively from task to task and is able to adapt to varying customer needs.
• Bring about great results from ordinary circumstances and prepare for problems and opportunities in advance while also anticipating emerging customer needs. Show a sense of urgency and produce results in difficult circumstances.
• Clearly express ideas and thoughts, both written and verbal, as well as exhibit good listening and comprehension. Keeps other adequately informed about issues affecting the business.
• Facilitates a positive and productive team-oriented environment and is able to share due credit with co-workers. Encourages collaboration among peers, solicits opinions from co-workers and supports group decisions.
• Able to withhold actions or speech in the absence of important information. Deals successfully with unresolved situations, frequent changes, delays or unexpected events.

The individual will be responsible for a range of duties from customer service to problem resolution. Specific duties include:

• Prioritize day-to-day work assignments and shifting business demands to meet company service levels and customer needs.
• Possess advanced knowledge of Henderson Properties policies and procedures and enforces them appropriately. Provides expertise in trouble shooting difficult and complicated problems that have been escalated to ensure high customer service levels are maintained.
• Responsible for keeping accurate records of business activities associated with the team functions including detailed information on maintenance requests, violations, architecture requests, outstanding problems and account balance issues as outlined in each Association’s policies.
• Manages multiple projects, determines project urgency in a meaningful and practical way, and uses goals to guide actions and create detailed action plans. Establish high standards and measures and be able to meet quality expectations despite pressing deadlines.
• Correspond with external vendors such as other management companies, attorneys, lending agencies on a daily basis.
• Clearly expresses ideas and thoughts, both written and verbally, as well as exhibits good listening and comprehension. Keeps other adequately informed about issues affecting the business.
• Additional administrative duties as assigned by supervisor.

As a specialist, completes tasks in resourceful and effective ways. Serves as a specialist in own field, identifying and selecting the best solution from different alternatives.

Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Attention to Detail

Conflict Management

Customer Focus

Dealing with Ambiguity

Decision Making and Problem Solving

Learning Agility

Policies//Procedures

Quality

Team Work

Time Management

Works under periodic supervision and exercises judgment in resolving account issues in a timely and effective manner. In general, is able to resolve escalated issues with own resources with occasional assistance by management on higher-level issues. Discusses situations with other team members to enhance understanding and consistent policy/procedure application as appropriate. Inappropriate decisions or mistakes can result in significant inconveniences such as additional costs, lost revenue or serious delays in scheduling, delivery or service. Normally follows established procedures on routine work, requires instructions only on new assignments.

Requirements

Two-year college degree in business or related field, or equivalent business/office experience preferred.

2-3 years recent call center or customer service environment handling customer inquiries, complaints, and transactions. Online and/or telephone experience interfacing with internal and external customers to resolve issues with their accounts. Strong typing skills. Proficient with Microsoft Office, with emphasis on Excel and Word. Experience with relationship databases is useful.