Customer Service Representative, Terra West Management Services

Description Essential Functions

Ensure all customer service calls are handled in a timely and professional manner. Assist callers which range from homeowners, tenants, agents, property managers as well as internal Terra West Staff timely, accurately and professionally. Answer all voicemails and emails by responding appropriately or forwarding to the correct department.

An individual should demonstrate the following competencies to successfully perform the essential duties and responsibilities of this position:

• Excellent interpersonal, written, and oral communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
• Must possess and be able to demonstrate strong influencing and closing skills
• Strong organizational and problem solving sills
• Ability to communicate on all levels; internally and externally
• Ability to learn and navigate new software quickly
• Perform basic computerized account maintenance activities including thoroughly detailing account notations in a timely, organized fashion
• Identify and assess customers’ needs
• Handle customer complaints and to provide appropriate solutions
• Follow up with customers

• 1-3 Years Customer Service Experience
• High School Diploma or Equivalent
• Ability to type 30+ WPM
• Must have a valid driver’s license and reliable transportation

• Min. 1 year call center experience
• Bi-Lingual (Spanish) a plus

• Must be able to lift up to 25 pounds
• Stationary for long periods of time
• Must be able to hear and speak clearly

• Sitting:
  Constantly
• Standing:
  Frequently
• Walking:
  Frequently
• Driving: N/A
• Bending (from waist):
  Frequently
• Crouching (squat):
  Rarely
• Kneeling:
  Occasionally
• Crawling: N/A
• Climbing (stairs): N/A
• Climbing (ladder): N/A
• Twisting: N/A
• Reaching:
  Rarely
• Wrist Motion:
  Occasionally

• Items Carried:
  Files/Board books
• Distance: 50 steps
• Times Per Day: 5
• Maximum Weight: 5 pounds

• Items Moved/Lifted:
  Paper files
• Times Per Day: 5
• Maximum Weight: 25 pounds

• Floor:
  Occasionally
• Knee:
  Rarely
• Waist:
  Occasionally
• Chest:
  Occasionally
• Overhead:
  Occasionally

• Item Name:
  Furniture Frequency:
  Frequently

• Inside/Outside:
  No
• Hot/Cold Temperatures:
  No
• Wet:
  No
• Noise:
  No
• Power Equipment:
  No
• Traffic Hazards:
  No
• Chemical Hazards:
  No
• Heights:
  No
• Dust:
  No
• Close Quarters:
  No
• Fumes/Odors:
  No