What are the responsibilities and job description for the Customer Service Specialist position at SNS Management?
About Us: SNS Management is a growing property management company. We are dedicated to providing exceptional customer service and creating a positive living experience for our residents. Our team values collaboration, professionalism, and excellence in all aspects of our operations.
We are seeking a motivated and customer-focused Engagement Specialist to join our team. This role is crucial to ensuring seamless communication and engagement between our residents, prospective tenants, and internal teams while maintaining our high standards of service.
Responsibilities:
As an Engagement Specialist, you will:
- Serve as the first point of contact for incoming calls and messages, providing a welcoming and professional experience.
- Answer and route calls using Dialpad.
- Respond promptly to text messages in Dialpad and Appfolio.
- Transfer calls to the appropriate team members (e.g., Property Managers, Leasing Agents) after gathering and sharing relevant caller information.
- Create guest cards for prospective tenants in Appfolio and document all communications accurately.
- Handle maintenance requests by creating work orders and escalating emergencies to the Maintenance Supervisor.
- Address resident inquiries and complaints professionally and escalate lease violation concerns to the Property Manager.
- Assist with tenant notices to vacate by transferring calls to the Property Manager for retention efforts.
- Maintain high levels of professionalism, using polite language and proper etiquette in all communications.
- Collaborate with team members to resolve issues efficiently and enhance the resident experience.
Qualifications:
- High school diploma or equivalent (required); associate’s or bachelor’s degree in a related field (preferred).
- Excellent verbal and written communication skills.
- Strong organizational skills with attention to detail.
- High proficiency in typing; candidates will be required to take a typing test to assess speed and accuracy. (Net Speed 50 WPM)
- Proficiency in technology, including Dialpad and property management software (Appfolio experience is a plus).
- Ability to multitask and remain calm under pressure.
- Previous property management experience (preferred).
- Previous customer service or call center experience (preferred).
Job Type: Full-time
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Ability to Relocate:
- Cincinnati, OH 45246: Relocate before starting work (Required)
Work Location: In person