Administrative Skills, Adobe Product Family, Analysis Skills, Budgeting, Compensation and Benefits, Conflict Resolution, Corrective Action, Customer Service Tools, Customer Support/Service, Detail Oriented, Documentation, High School Diploma, Life Insurance, Maintain Compliance, Maintenance Services, Microsoft Excel, Microsoft Outlook, Microsoft Word, Negotiation Skills, Office Equipment, On Site Support, Organizational Skills, Performance Analysis, Presentation/Verbal Skills, Pricing, Problem Solving Skills, Property Maintenance, Property Management, Reporting Dashboards, Request for Information (RFI), Time Management, Vision Plan, Writing Skills
Customer Service Representative – Field Services (CSR-FS)
The Customer Service Representative – Field Services (CSR-FS) position provides administrative support, customer service and maintenance solutions to residents and other stakeholders in a fast-paced, high volume environment. The CSR-FS manages the day-to-day service dashboard, bids and work order approvals, while supporting the needs of the Rehab, Turns and Maintenance (RTM) team. This position reports directly to a Regional Manager.
Essential Job Duties and Responsibilities
- Monitor maintenance dashboard and task center daily to ensure timely response to work order dispatch approvals, request for information, escalations and other communications
- Review turn & rehab dashboards to ensure proper task execution and respond to flagged exceptions
- Utilize reporting to monitor performance and compliance
- Manage the Maintenance Technician and/or Superintendent daily schedules & assignments to ensure optimum efficiency
- Review and approve/decline work order proposals within approval limit, verifying proper scope, documentation, and pricing
- Assist in researching and coordinating vacant utility issues to ensure utilities are activated in a timely manner
- Manage and facilitate eviction schedules and personal property holds; coordinate eviction clean-outs and/or personal property removal
- Reschedule in-home work orders directly with resident when necessary
- Serve as first point of contact for RTM related resident escalations and collaborate with internal teams to ensure appropriate corrective action and communication
- Meet with and assist residents with resolving escalated maintenance issues
- Schedule new and pre-acquisitions budget walks to be performed by Superintendents as well as resident orientations and pre move-out visits with resident
- Perform other duties as assigned
Education and/or Experience
- High school Diploma or GED
- Minimum 2 years of customer service, administrative experience
- Experience in property management or maintenance is preferred
Skills / Specialized Knowledge
- Works well under pressure
- Excellent organizational skills with a high level of attention to detail
- Strong verbal and written communications skills
- Effective customer service and conflict resolution skills
- Works collaboratively with team members
- Intermediate proficiency in MS Word, Excel, Outlook and Adobe
- Effective problem-solving skills
Required Licenses or Certifications
Other Requirements
- Must maintain professional appearance.
- Ability to be at work on a regular and consistent basis; Overtime may be required for this position.
Physical and Mental Demands
This position will spend long hours sitting and using office equipment and computers. The position may also entail light lifting of supplies and materials occasionally, up to and including 20 pounds in addition to reaching, stooping, standing, and walking. This position requires the ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate and communicate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Work Environment
Standard office working environment that may be busy and noisy at times.
Salary Range
The salary range for this position is: $17.90 - $31.03, plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications, location, and applicable employment laws.
Compensation and Benefits
To attract and retain top talent, we're pleased to offer competitive compensation and benefits, including:
- Annual bonus program
- Health, dental, vision, and life insurance
- Long-term and short-term disability insurance
- Generous paid time off plans include vacation accrual, sick time, standard holidays and floating holidays
- 401(k) with company matching contributions
- Awesome work environment with casual dress
- Team events and gatherings (Pre- and Post-Covid)
Invitation Homes is an equal opportunity employer committed to fostering a diverse, inclusive and innovative environment with the best associates. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other factor protected by applicable federal, state or local law. If you have a disability or special need that requires accommodation, please contact us at humanresources@invitationhomes.com.
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Invitation Homes
Invitation Homes is a premier company that is pioneering a new and exciting industry as a leading provider of single-family homes for lease. We’re revitalizing communities across America and developing a thriving work environment for our associates. Our goal is to provide quality homes in desirable neighborhoods for our residents and to create value for our stakeholders through best-in-class management, state-of-the-art technology, and passionate customer service.
We are always seeking dynamic and innovative individuals to join our best-in-class team and contribute to our growth and success. The Invitation Homes headquarters is located in downtown Dallas, TX, and operates from 17 regional offices in the country’s most popular metropolitan areas.