Customer Service Representative

Who We Are:

Foxen advances financial wellness through multi-family real estate. Founded in 2018 and headquartered in Columbus, Ohio, we provide we provide a platform of compliance solutions for multifamily property owners, operators and residents.

We’ve built a profitable, growing business in a challenging market.  Customers stay and expand with us.  Our product portfolio continues to deepen.  And we still have significant room to grow. 

That kind of momentum requires something specific from the people who work here: high standards, a builder’s mindset and ambition without ego. 

Foxen isn’t for everyone.  But for the people it’s for, it’s a supportive place to grow.

What You'll Do:

This role is posted externally as Customer Service Representative, but internally aligned to our Resident Support Specialist position. As a Resident Support Specialist, you'll be the primary point of contact for residents, helping them with questions, comments, and complaints. You'll need to be an excellent communicator who can quickly and effectively resolve issues to ensure a great resident experience. You will join a growing team of entrepreneurial professionals focused on disrupting the multifamily risk compliance industry, and you will have the opportunity to help develop the company's operational platform.

Your Responsibilities:

• Answering inquiries: Responding to customer questions via phone, email, live chat, or in-person.
• Problem-solving and complaint resolution: Listening to and understanding customer issues, then providing appropriate solutions, and following up to ensure the problem is resolved.
• Providing information: Having in-depth knowledge of the company's products and services to accurately inform customers.
• Managing accounts: Reviewing and making changes to customer accounts as needed.
• Retrieve and distribute incoming mail in a timely manner.
• Contribute to operational efficiency by suggesting and developing new process improvements.

What You Bring:

• Strong communication skills: The ability to convey information clearly and effectively, both verbally and in writing. 
• Active listening: Paying close attention to what customers are saying to fully understand their needs and concerns. 
• Empathy and patience: Staying calm and polite, especially when dealing with difficult or frustrated customers. 
• Excellent organizational and time management skills with a proven ability to prioritize tasks and multitask effectively. 
• A positive attitude and a proactive approach to learning new systems and adapting to change.