Our Resident Service Representatives interact with customers by addressing inquiries and resolving problems, providing a high level of customer support.
Duties/Responsibilities:
- Interacts with customers via telephone, email, online chat, or CRM to provide support and information on products or services.
- Ensures that appropriate actions are taken to resolve customers problems and concerns by utilizing multiple software programs to dive deep into problems and answer complex questions.
- Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Participates in the process for onboarding or offboarding a client, maintaining communication between Marketplace and the client.
- Ability to problem solve and investigate utilizing existing SOP’s, instructions, and walk-through guides.
- Performs other related duties as assigned.
- Helping with various company-wide projects as needed.
Required Skills/Abilities:
- Excellent communication skills including active listening and empathy.
- Service-oriented and able to resolve customer grievances.
- Ability to work a consistent 8-hour shift that aligns with our business hours (9am to 6:30pm, subject to change).
- Proficient computer skills with the ability to learn new software.
- Ability to work well independently and to achieve goals as a team.
- Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
This role is HYBRID, with 3 required in office days at our Southfield, MI location.
