Customer Service Representative with Property Management Experience

*KINDLY READ THE INSTRUCTIONS CAREFULLY BEFORE YOU APPLY.

EJF Real Estate is a well-established, Property Management company based in the District of Columbia. We are looking for Customer Service Representatives who are responsible, organized, detail oriented, and reliable to join our fun/hard working team. You must have excellent communication skills.

Job purpose:
Serve as the primary point of contact for EJF’s residents, owners, tenants, vendors, and any callers seeking assistance, addressing their questions, and resolving issues.

Roles and Responsibilities:

• First responder on the phone system.
• Answer phone calls and address callers' questions, investigate and resolve their issues, and document calls with clear, complete, and legible notes.
• Log calls in the system, create and update tickets as needed, and follow up with callers when necessary.
• First call resolution (billing inquiries, tenant ledgers, owner statement, and general questions).
• Create tickets for concerns/issues that cannot be resolved during the first call resolution.
• Assign unresolved cases to the appropriate party.
• Management of inbox and sorting mail received.
• Intake of concession requests, research reasons for request, draft concession addendum, submit internal request.
• Process pet requests and addendums.
• Pull utility bills and send them for processing.
• Update HOA fees in Appfolio when receiving notification from the condominium.
• Handle online reviews (troubleshoot, investigation, draft response, if issues have been resolved, ask reviewer to remove the review)
• Communicate effectively with team members and other departments, actively participate in departmental meetings, and request online reviews from callers.
• Meet departmental metrics, including average ring time, average handling time, a goal of at least 20 online reviews per week (4 per day), and a target of 0 abandoned calls, among other standards.

Desired Qualifications:

• College degree or equivalent work experience.
• Experience with Real Estate is a plus.
• Experience with CINC is a plus.
• At least 6 months of experience working remotely.
• Excellent English communication skills (spoken and written).
• Excellent interpersonal skills, problem solving, and analytical skills.
• Strong customer service skills.
• Ability to multi-task and prioritize.
• Reliable and dependable.
• Excellent problem-solving skills.
• Ability to remain calm under pressure.
• Attention to details and highly organized.
• Great time management skills.
• Capable of keeping control of the call even when the customer is angry.
• Ethical and trustworthy.
• Great at relationship-building.
• Ability to work under minimal supervision.
• Friendly and fair.

Working conditions:

• Candidate must be able to work from 9 am to 5 pm EST.
• Comfortable working with Hubstaff.
• Night shift – Office is in Washington DC under EST.
• Must be available to cover one of the three shifts available (EST: 8 am to 4:30 pm – 9 am to 5:30 pm – 9:30 am to 6 pm).
• The schedules are permanent and assigned by the department’s Manager. Schedules might change eventually depending on demand.
• Must have own work equipment that is not older than 2 years.
• Work equipment must be personal and not a family or shared computer/laptop.
• Internet speed must be no lower than 150 Mbps.
• Must have backup internet for emergencies (no lower than 100 Mbps) and a place to relocate during power or internet outages.

Compensation & Benefits:

• $6 USD per hour.
• PTO after 90 days of probationary period.
• HMO allowance after 90 days of probationary period.

How to apply:
1. Please check out website: ----------
2. Send an email attachment with your updated resume in PDF format.
3. Please indicate that you're comfortable to start with $6 USD per hour. (RATE IS NON-NEGOTIABLE).
4. Please send a link to your video recording introducing yourself & your relevant experience based on the job description.

Kindly send your application to ---------- the subject line, kindly indicate the position Real Estate Customer Service - your name.

*Applicants who will apply through onlinejobs.ph will not be considered.

• Shortlisted applicants will be contacted by email for interview scheduling.

Looking forward to working with you!