What are the responsibilities and job description for the CSR position at LAVA SCS LLC?
Responding to Inquiries: Addressing customer inquiries via phone, email, regarding services request, work order request, billing, signed agreement, general WH/Office/Parking rules, and general information.
Handling Complaints: Resolving customer complaints and concerns promptly and effectively to ensure customer satisfaction and retention.
Providing Support: Offering technical support to login to customer portal (Commercial Café).
Recording Leads: record and assign leads to designated sales.
Processing Work Orders Request: Assisting customers with their needs to their units or WH/ Office/ Parking space issues.
Offering Product Knowledge: Providing detailed information about our LICENSE SPACE locations.
Managing Accounts: Assisting customers with account-related tasks such as updating personal information, managing subscriptions, or resolving billing issues.
Educating Customers: Educating customers about COI, maintenance, license terms, transfer locations, transfer units and other relevant information to meet their needs.
Collecting Feedback: Gathering feedback from customers regarding their experiences, preferences, and suggestions for improvement to help enhance our space and services.
Escalating Issues: Escalating unresolved or complex issues to higher levels of support or management for further assistance and resolution.
Maintaining Records: Documenting customer interactions, inquiries, complaints, and resolutions in YARDI system for future reference and analysis.
Providing Proactive Outreach: Initiating proactive communication with customers to inform them about promotions, updates, or relevant news related to products or services.
Collaborating with Other Departments: Collaborating with other departments such as sales, marketing, and business development to address customer needs, resolve issues, and improve overall customer experience.
Adhering to Policies and Procedures: Following established company policies and procedures for handling customer interactions, data privacy, and security.
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