The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. At Michaels, our teammates strive to fulfill our promise of creating communities that lift lives – ones that jumpstart housing, education, civic engagement, and neighborhood prosperity. With this passion at the forefront of our business, Michaels teammates can be proud to be a part of the extraordinary, every day.
The Maintenance Customer Service Representative (MCSR) serves as a liaison between the residents and the maintenance staff. They provide information, resolves any emerging problems, and answers questions with accuracy and efficiency. The goal is to ensure excellent service standards and maintain high customer satisfaction. The MCSR remains current on and compliant with policies and laws affecting operations of the property, including the Landlord Tenant code, Fair Housing laws, and other applicable laws. The MCSR performs a variety of administrative and office support activities. The MCSR will carry out assigned duties in an effective and efficient manner and, in addition to the duties described herein, will also perform other duties as requested by the supervisor.
Responsibilities
1. Provide excellent customer service at all times.
2. Track all work orders in the Property Management Software and ensure all work orders are handled according to company protocols for completion and response.
3. Use various means of communication to interact with residents and handle customer service issues.
4. Generate and analyze work order reports weekly to ensure company protocols are being followed.
5. Answer all phone calls promptly and professionally.
6. Confirm and schedule appointments for work orders as necessary.
7. Monitor resident work orders in the Property Management Software, and relay information to or from work crews and supervisors.
8. Be familiar and have a good working knowledge of company policies, products, and services to better serve residents.
9. Ensure complete and accurate capture, data entry, and maintenance of resident information.
10. Maintain records of resident interactions, details of inquiries, comments, complaints, and actions taken. Ensure proper filing of said records.
11. Alert managers/supervisors quickly to significant resident issues and concerns.
12. Effectively communicate issues, problems, ideas, concerns and information on work progress verbally and in writing.
13. Review files, records, and other documents to obtain information for responding to requests.
14. Perform other duties as assigned by managers/supervisors.
Required Experience:
1. Minimum 1-year administrative experience.
2. Proficient in all Microsoft Office Programs and the on-site property management software as applicable to job responsibilities.
Required Education/Training:
1. High School Diploma or GED.
2. Valid Driver’s License and acceptable driving record.
3. All specific certifications required by law.
4. Must pass drug test screening.
5. Must successfully complete all required courses, classes, and training provided by MMS.
Required Skills and Abilities:
1. Action and results-oriented.
2. Resourceful, creative, decisive.
3. Strong customer service, communication, and interpersonal skills required.
4. Excellent organization skills.
5. Ability to work independently and as a member of a team.
6. Ability to work in a fast-paced and customer service-oriented environment.
7. Perform duties under pressure and meet deadlines in a timely manner.
8. Ability to work with sensitive information and maintain confidentiality.
9. Ability to prioritize and manage daily workload to ensure successful completion.
10. Ability to follow directives and work with minimum supervision.
11. Must possess the ability to problem solve and prioritize.
12. Interact with co-workers, supervisors, vendors, residents, guests, and the public in a professional and pleasant manner.
13. Ability to maintain professional demeanor while handling complaints and difficult situations.
14. Maintain a pleasant, patient and friendly attitude.
15. Possess a strong attention to detail, positive work ethic, and team player mentality.
Working Conditions:
1. Must be able to work 40 hours per week to include evenings. Occasional overtime hours may be required.
2. Requires routine sitting and walking.
3. Must be able and eligible to drive a company vehicle.
Salary Range Information:
The range displayed on each job posting reflects the targeted base salary for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Rewards & Benefits:
We know Michaels’ promise of lifting lives starts with our teammates, so making sure every single teammate is happy, healthy, and set up for a successful future is important to us. As part of our team, you will enjoy a competitive wage, a comprehensive benefit package which includes Medical, Dental, Vision, prescription, etc., generous paid time off, a 401 (k) plan with a company match, and so much more. We believe in education – and in taking care of our own – so as an added incentive your children will be able to apply for the Michaels Employee Scholarship Program.
Michaels teammates make a difference in the lives of residents, colleagues, and the communities where we live and work every day. To learn more about the total rewards we offer please visit our website.
Come join our team. You’re going to love it here!
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