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 -.

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