Customer Service - Maintenance Services Advisor

About the Role

Large, financially sound Residential Garden Apartment Co-op community. Approx. 20 employees in office. The Maintenance Services Advisor (Customer Service/Admin) provides pleasant and courteous customer service to our Shareholders and Residents. Our Advisors possess excellent organization, communication, customer service, time management and follow-up skills. ***You must be able to multi-task efficiently and prioritize tasks. Advisors must be able to handle a very large call volume and email correspondence.

Responsibilities

• Receive incoming calls from residents, shareholders, maintenance, and vendors regarding work order requests.
• Enter work order requests into database.
• Coordinate and follow-up with tenants, vendors, and maintenance staff as to status of request.
• Generate, follow-up, and finalize in-house service orders.
• Calmly handle large volume of emergency and non-emergency calls.
• Utilize radio equipment and GPS to maintain contact and efficiency with Field personnel.
• Assist walk-ins.
• Identify building issues causing problems.
• Prepare correspondence.
• Handle various Shareholder and Resident complaints and requests.
• Departmental filing.

Requirements

• Candidates should have excellent client service skills and be a bit "thick skinned". Tenants are calling with maintenance issues and can be upset. Must be able to diffuse situation and provide excellent service - build positive relationships.
• 2+ years of excellent client service experience.
• Proficient in Microsoft Office including Word, Excel, and Outlook.
• Strong verbal and written communication skills.
• Must be capable of diffusing difficult client calls and delivering exceptional service.
• Property management experience a plus +