Real Estate Customer Service Representative

*KINDLY READ THE INSTRUCTIONS CAREFULLY BEFORE YOU APPLY. MAKE SURE YOU SEND THE COMPLETE REQUIREMENTS. CANDIDATES WHO WILL NOT FOLLOW INSTRUCTIONS WILL BE AUTOMATICALLY REJECTED WITHOUT NOTICE. DO NOT APPLY IF YOU HAVE OTHER JOBS.*

EJF Real Estate is a well established, rapidly growing residential real estate company in the District of Columbia is seeking to hire 5 Customer Services Representative who are responsible, organized, detail oriented, and reliable to join our fun/hard working team. You must have excellent communication skills. YOU WILL LOVE YOUR JOB.

Job purpose:

Serve as the primary point of contact for EJF’s residents, owners, tenants, vendors, and any callers seeking assistance, addressing their questions, and resolving issues.

Roles and Responsibilities:

• First responder on the phone system.
• Answer phone calls and address callers' questions, investigate and resolve their issues, and document calls with clear, complete, and legible notes.
• Log calls in the system, create and update tickets as needed, and follow up with callers when necessary.
• First call resolution (billing inquiries, tenant ledgers, owner statement, and general questions).
• Create tickets for concerns/issues that cannot be resolved during the first call resolution.
• Assign unresolved cases to the appropriate party.
• Management of inbox.
• Intake of concession requests, research reasons for request, draft concession addendum, submit internal request.
• Process pet requests and addendums.
• Pull utility bills and send for processing.
• Sorting mail received.
• Update HOA fees in Appfolio when receiving notification from the condominium.
• Handle online reviews (troubleshoot, investigation, draft response, if issues have been resolved, ask reviewer to remove the review)..
• Communicate effectively with teaUpgrade to see actual infombers and other departments, actively participate in departmental meetings, and request online reviews from callers.
• Meet departmental metrics, including average ring time, average handling time, a goal of at least 20 online reviews per week (4 per day), and a target of 0 abandoned calls, among other standard.


Desired Qualifications:

• College degree or equivalent work experience.
• Experience with Real Estate is a plus.
• At least 6 months of experience working remotely.
• Excellent English communication skills (spoken and written).
• Excellent interpersonal skills, problem solving, and analytical skills.
• Strong customer service skills.
• Ability to multi-task and prioritize.
• Reliable and dependable.
• Excellent problem-solving skills.
• Ability to remain calm under pressure.
• Attention to details and highly organized.
• Great time management skills.
• Capable of keeping control of the call even when the customer is angry.
• Ethical and trustworthy.
• Great at relationship-building.
• Ability to work under minimal supervision.
• Friendly and fair.

Working conditions:

• Candidate must be able to work from 9 am to 5 pm EST.
• Comfortable working with Hubstaff.
• Night shift – Office is in Washington DC under EST.
• Must be available to cover one of the three shifts available (EST: 8 am to 4:30 pm – 9 am to 5:30 pm – 9:30 am to 6 pm).
• The schedules are permanent and assigned by the department’s Manager. Schedules might change eventually depending on demand.
• Must have own work equipment that is not older than 2 years.
• Work equipment must be personal and not a family or shared computer/laptop.
• Internet speed must be no lower than 150 Mbps.
• Must have backup internet for emergencies (no lower than 100 Mbps) and a place to relocate during power or internet outages.

Compensation & Benefits:

• $5 USD per hour.
• PTO after 90 days of probationary period.
• HMO allowance after 90 days of probationary period.

How to apply:

1. Please check out website: Upgrade to see actual info
2. Send me an email attachment with your updated resume in PDF format.
3. Please indicate that you're comfortable to start with $5 USD per hour. (RATE IS NON-NEGOTIABLE).
4. Please send me a link to your video recording introducing yourself & your relevant experience based on the job description.

Kindly send your application to Upgrade to see actual info the subject line, kindly indicate the position Real Estate Customer Service - your name.

*Applicants who will apply through onlinejobs.ph will not be considered.