Remote Customer Care Representative Training Begins 12/13/21

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Job description

Bilingual English & Spanish needed!

Training Begins December 13th, 2021

Required Availability:

4-week initial training: 8:30am-5:30pm Monday -Friday
After training completion:
must be able to work 5 days a week between the hours of:
11:00am to 7:30pm (Monday-Friday),
12:00pm to 9:00pm (Saturdays Only)
Sunday & one weekday off every week

Work From Home:

Must have your own computer with the below computer/system requirements.

Dual Core Processor
Installed Memory -8GB of Ram
Process -2GHz
Windows 10
USB ports for headsets
Internet connection
Min 20MB/S download speed
Min 5MB/S Upload Speed

The Company

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America's foremost property management firm. We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Job Responsibilities

Provides exceptional customer service.
Answers all inbound calls from clients to fulfill general inquiries regarding their home owner association coverage, account balances, and violations.
Resolve client complaints.
Provide solutions to common concerns.

Essential Duties and Responsibilities

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

Handle all contacts (email, phone and chat) accurately and professionally for all markets.
Respond to all of the client inquiries and probe accordingly as to provide a first contact resolution.
Research required information using available resources and knowledge base.
Defuse and deescalate irate customers as to ensure great customer experiences.
Provide customers with service information and submit work orders as appropriate.
Verify and update customer information.
Identify and escalate priority issues.
Conduct warm transfers to appropriate resources.
Follow-up with customers as necessary.

Additional Duties and Responsibilities

Practice and adhere to FirstService Residential Global Service Standards.
Conduct business at all times with the highest standards of personal, professional and ethical conduct.
Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
Ensure all safety precautions are followed while performing the work.
Follow all policies and Standard Operating Procedures as instructed by Management.
Perform any range of special projects, tasks and other related duties as assigned.

Education and Experience

High School diploma or equivalency preferred.
Must possess strong customer service background.
Bilingual in English and Spanish required.

Knowledge, Skills and Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Active listening, verbal, and written communication skills
Problem solving/analysis
Typing speed minimum of 25 wpm
Ability to be flexible and adapt
Works well independently and in team environments
Resilience and stress tolerance