Lead Customer Service Coordinator (Nashville - Regional office)
Company: WinnCompanies
Location: Nashville
Posted on: May 16, 2022
Job Description:
Responsible to provide an exceptional customer experience and
utilize modern technology for call handling and service scheduling
for all resident facing service orders. Receive and record service
requests for residents. Handle customer questions and concerns
regarding service requests. Properly code and route non-work order
requests. Provide excellent documentation and escalation for
service requests that require escalation and follow-up. Leads local
team or shift to support daily activities and modifications to
workload as required. Responsibilities
- Call Handling, Service Order Generation and Scheduling:
Provides excellent customer service to residents, technicians and
project site employees; Receives emergency and non-emergency
service request via online, email or calls from residents;
Responsible for call handling, troubleshooting and scheduling
residents service request needs including PTE; Identify repeat,
reoccurring and outstanding requests and take appropriate action to
escalate and resolve; Prioritizes calls according to urgency and
importance; Create work orders and dispatch accordingly; Schedule
work orders; Ensure all work orders are processed in a timeline
manner to include online work orders and voicemails; Monitor
voicemails and ensure calls are returned and queues are cleared by
the end of the day.
- Customer Service and Issue Resolution: Handle customer
questions and concerns regarding service requests. Provide
excellent customer service to both internal and external customers;
Follow through on resolution for customer needs; Escalate issues as
necessary to appropriate supervisor/manager; Log all communications
on work orders; Will provide scheduling support for service
department
- Day to Day Activities to support team members: Work with
Maintenance Solution Center(s) Manager in monitoring dashboards and
team performance. Assist with coordination of shift coverage, team
schedules and work through local performance issues (tardiness,
dress code, etc.), coordinate technology needs, etc. Maintain a
close and highly responsive relationship to the day-to-day
activities of the local customer service coordinators teams.
Provide coaching, mentoring and direction to team members. Training
and on boarding of new employees; Work as member of a team with new
associates to train best practices and meet deadlines and
performance standards.
- Scheduling Pest Control: Dispatching and scheduling pest
control work orders
- Scheduling Support for Deployed Spouses ProgramRequirements
- High School diploma or GED
- 1 - 3 years
- Bachelor's degree#MHSTECH #MHSMGRWhat We Can Offer YouGreat
Benefits: We offer benefits including health & dental plan options,
generous time off and paid holidays, 401(k) and education
reimbursement opportunities that's best for you and your family.A
job you can brag about: WinnCompanies is a nationally recognized
leader in property management and development. Our team members are
committed to helping people in the communities we serve. -A job
that challenges you: Our team members are responsible for our
growth and success, and we challenge them to constantly be their
best in our fast-paced workplace. -A job you can learn from: We
reward our team's passion and hard work with consistent learning
and development opportunities.A team that cares: We value teamwork,
innovation and mutual respect.About UsWith 3,700 team members
working across 600+ locations in 23 states and D.C., WinnCompanies
is the #1 manager of affordable housing and a leader in developing
and managing mixed-use properties, market rate properties and
military housing.Operations, sales, compliance, maintenance,
marketing, IT, HR, accounting and finance. No matter your passion,
your work at Winn will impact people who are more than just
residents to us. They're individuals, families and heroes.Watch
this -.
Keywords: WinnCompanies, Nashville , Lead Customer Service Coordinator (Nashville - Regional office), Hospitality & Tourism , Nashville, Tennessee
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