Customer Service Representative

National Leasing Rep/Customer Service

Our contact center team members take pride in consistently delivering exceptional service to our potential customers. This is not your typical call center; you will average 50-60 prospect calls per day with the primary goal of converting each prospective customer into a scheduled in-person tour at one of our apartment communities, or hosting a virtual tour with the prospect as an alternative. This role will also be responsible for live chats with prospective residents, text messaging, and future communication channels to connect with prospects along their leasing journey. A successful National Leasing Specialist/Customer Service rep is able to manage their time effectively, is detail oriented, a trustworthy team player, and takes pride in their work. In addition, this position needs to be accountable and attentive to provide excellent customer service skills when interacting with residents, associates and vendors.

Primary Responsibilities:

· Answer incoming calls from prospective renters promptly, converting inquiries into property tours and future appointments, while offering personalized assistance to create memorable interactions

· Provide excellent customer service to all incoming calls, reflecting our commitment to exceptional experiences

· Conduct virtual tours with prospective residents with energy and enthusiasm, the Weidner way

· Pay meticulous attention to detail when entering prospect contact information into Yardi CRM, ensuring accuracy for follow-up purposes

· Ensure each guest card you enter contains detailed notes, allowing for effective communication between on-site staff and contact center agents

· Redirect calls to the appropriate department, property or contact center agent based on prospect requests, ensuring efficient routing of every call

· Between phone calls, agents will manage and respond to the Yardi CRM queue, ensuring timely and accurate follow-up with all prospects

· Actively participate in a positive team environment through teamwork, communication and excellence in service

Qualifications:

· Customer service experience required

· Call center experience desired

· Customer service oriented with the ability to provide a unique and positive experience over the phone; Strong customer service and interpersonal skills

· Willing and able to learn new software programs

· Ability to quickly and effectively adapt to changing property details and procedures in product knowledge base

· Ability to sit at a workstation for long periods of time

· Ability to multitask while on the phone and operate multiple software programs while reducing dead air time during costumer interactions

· Possesses solid project management discipline

· Excellent organizational, time management and interpersonal communication skills

· Detail oriented, consistently meets deadlines and fast learner

· Ability to quickly provide creative solutions to complex problems

· Ability to quickly adopt and fully understand and utilize various technology and software applications

· Ability to work in a fast-paced environment with strong motivation to learn & contribute on a daily basis

· Able to give professional directions clearly in person, over the phone, email, and text

· Experienced in Microsoft products required (Word, Excel, PowerPoint and Outlook)

· Work effectively and cooperatively in a team environment and/or independently

· Excellent verbal and written communication skills; detail oriented, well organized

· Must agree to a criminal background check and sign an agreement for voluntary drug testing

· Valid and current driver’s license, vehicle and vehicle insurance

· Ability to work 5 days a week in an office location