Call Handling Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls promptly and courteously during designated shifts.

• Utilize established call scripts and workflows to evaluate maintenance concerns.

• Accurately document each call in the company system, detailing the issue, actions taken, and subsequent steps.

• Identify and escalate emergency maintenance situations in accordance with standard operating procedures (SOPs).

• Communicate effectively with residents and property teams to ensure clear understanding and appropriate follow-up.

• Maintain a calm and professional demeanor when engaging with upset or anxious callers.

• Utilize troubleshooting guides or SOPs to assist in resolving basic maintenance issues over the phone.

• Comply with all quality, compliance, and documentation standards for calls.

• Participate in brief daily meetings or debriefs to discuss trends or important updates.

⛳️ Requirements

• A minimum of 3 years of Property Management experience **(Required)**.

• Exceptional verbal communication and active listening abilities.

• Previous experience in customer service, call centers, or maintenance coordination is preferred.

• Capability to multitask and document conversations while interacting with residents.

• Proficient with computers, web-based software, and call management systems.

• High level of empathy, patience, and professionalism is essential.

• A basic understanding of property maintenance terminology is advantageous.

• Reliable internet connection and a quiet workspace are necessary.

• **Bilingual - proficiency in Spanish is preferred.**

• A solid understanding of the dynamics between residents, property management, and maintenance staff.

• A cheerful, outgoing personality with a genuine desire to assist others.

🏝️ Benefits

• Paid vacation and sick time

• Work from home stipend

• Company-subsidized healthcare