Customer Service Management Jobs in West Virginia

INTRODUCTION

The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed. Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors. Today Amherst has over 1000 employees and $14.1 billion in assets under management.

Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S. The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team. In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending. Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.

ROLE AND RESPONSIBILITIES

The Property Management Specialist is responsible for assisting in leadership, direction, and oversight in the day-to-day customer service operations of Main Street Renewal. The operation of this role consists of multiple departments (and the need to be well-rounded in all departments): customer service, maintenance, Welcome Home, utilities, resident resolutions, ledger inquiries, HOA, HCV (House Choice Voucher), and move-outs. Success in this role will be achieved by effectively managing, retaining, and training quality resident experience; meeting company Key Performance Indicators (KPIs); devoting time to completing due diligence to ensure company quality standards are met and enforced, and compliance with all company policies and procedures and residents are completely satisfied with the experience and solutions.

• Oversee the customer service policy and procedures by managing the following: the point of contact for asset/resident escalations, day-to-day resident inquiries, reputation management, resolving all issues ‘the first time’, etc.
• Processing urgency and details of open work orders including move-in inspections to ensure residents and assets are promptly tended to.
• Completing case reviews to find opportunities to improve processes and resident experience.
• Conducting inbound and outbound phone calls and SMS to residents, third-party vendors, technicians, etc.
• Review and update reports/dashboards to efficiently resolve resident service requests including maintenance, cases, etc.
• Assist managers and departmental partners with any escalated issues by researching, problem-solving and customer service skills.
• Maintain communication with HOA partners in the market, act as a liaison between resident and HOA partner, etc.
• Training to collaborate with peers (becoming subject specialists when required) while promoting a positive work environment.
• Lead/participate in group projects with fellow peers and team members to research and improve business operations.
• Expected to learn all aspects of the Property manager role, the business and prepare for the possibility of taking over a new or established branch.

BASIC QUALIFICATIONS

- HS Diploma or equivalent
- Must be organized, professional, self-motivated, and work well in fast paced environments.
- Must be able to consistently meet department deadlines.
- Possesses excellent communication, proficient in English (reading and writing and short form), and people skills.
- Proficient with Microsoft Office, including Outlook, Excel, and Word, and project and tenant management systems.
- Must be able to multi-task in a fast-paced work environment.
- A strong desire to learn and take on new challenges
- A natural tendency to assist the customer, our resident, and provide last-mile quality service
- Prior experience in Salesforce is helpful

BENEFITS

Our full-time employee benefits include:

• A competitive compensation package, annual bonus, 401k match
• Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
• Employer-paid benefits (medical, dental, vision, health savings account)
• Professional career development and reimbursement
• Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
• Backup childcare offered through Bright Horizons

Our full-time employee benefits include:

- A competitive and comprehensive benefits package.