Customer Service Representative - Real Equity Management

PAY RANGE: $20.00-$22.00, based upon experience. 

THE COMPANY: Real Equity Management (REM) is a privately owned design-build and property management firm based in Columbia, Missouri. For more than 20 years, we have fulfilled community needs by building a diverse commercial and residential real estate portfolio across the Midwest. Over the years, our portfolio has grown to include hotels, restaurants, mixed-use and market-rate communities, in addition to commercial and retail spaces. We remain focused on our plans for growth and currently have several exciting projects under construction and in queue!  

THE CUSTOMER SERVICE POSITION: We are looking to hire a full-time Customer Service Rep to assist our Custom Service Team with inbound calls from our current apartment residents and commercial tenants. As a Customer Service Rep, you'll demonstrate a real passion for delivering the most exceptional customer service; the sort of service that customers can't wait to tell others about! Positioned at the front-line of customer issues and questions, you will deliver service through various channels of communication, resolving issues on the spot or delivering a reasonable plan of action.

CUSTOMER SERVICE RESPONSIBILITIES:

• Provides best-in-class customer service support to any of our 3,500+ residents living at our apartment communities in the Midwest. 
• Promptly responds to inbound questions, concerns and complaints promptly. 
• Troubleshoots or consults on a variety of issues regarding maintenance requests, move-ins/move-outs, rent payments, roommate issues and fines.
• Posts fines to accounts and makes payment arrangements for past due rents.
• Fields incoming calls regarding collections, making payment arrangements and connecting residents to our collections specialist when needed.  
• Logs all customer interactions in our property management system by taking detailed notes on the reason for contact and action plan needed to close the ticket.
• Makes outbound customer calls, e-mails and texts to gain additional information and/or to provide follow up to resolve customer issues. 
• Maintains professional composure and projects a favorable image of the company to prospective and current residents at all times.
• Understands and adheres to Company CS policies and procedures.
• Assist with quality control checks including walk-through, customer surveys and other special assignments as needed throughout the year.
• Completes Ad hoc reporting for Customer Service Manager.

CUSTOMER SERVICE QUALIFICATIONS:

• REQUIRED; ability to work a Monday-Friday 9am-6pm schedule. Rotating/occasional Saturdays are required. 
• Ability to work 40 hours per week
• 2+ years of experience in a customer service role
• Positive attitude and friendly demeanor
• Ability to think on your feet, listen and maintain complete composure when speaking with residents
• Excellent communication skills, specifically phone and email etiquette